Ubidots works to provide all its users with a solid platform to develop and deploy connected solutions with reliable data retention, display, and management. To maximize the self-support model of Ubidots' application development platform, Ubidots has put in place a set of support standards and resources to help foster your development.
1. Levels of Support
Level 1: Self-service.
Level 2: Ubidots email and chat channel.
Level 3: Ubidots phone and on-site support (scheduled).
Ubidots is a developer-friendly platform powering thousands of self-built connected solutions. Ubidots comprises two fully separate development environments Ubidots STEM and Ubidots. Ubidots' support team is here to assist in the development of your solution, but Ubidots' support is not a form of free development, private firmware troubleshooters, or hardware design consultants.
If a request or question for service exceeds the standard operating abilities of the core Ubidots platforms, the user will be directed to a pre-sales specialist to receive a custom development quote. If a question or request exceeds the knowledge base of the agent responding to the inquiry, the agent will redirect the user to a more appropriate resource for additional assistance.
2. Ubidots STEM Support
Important note: Ubidots STEM is a self-help environment where users are encouraged to submit support requests and tickets to Ubidots Community Forums and an engaged community of Ubidots users will provide feedback in a timely fashion. Any tickets from Ubidots STEM users sent via email or Ubidots in-app chat channel will be directed to Ubidots Forums or addressed directly by the Ubidots staff as their time allows. Users who wish to take advantage of Ubidots' engineers and developers directly must upgrade to at least an Ubidots Industrial license.
Forum's support, although encouraged for Ubidots core platform users, is not required with all Ubidots user support tickets being addressed at the Level 2 support expectations.
3. Support when using Ubidots Free Trial
Ubidots trial users can expect quality support during their entire experience. Ubidots' Support Team is here to help you connect your hardware to the cloud and navigate the many features and capabilities available to see your application's development succeed on Ubidots. As the support team operates with limited resources, our staff assist trial users to the best of their ability. If it's determined that the support request exceeds the available resources of our support team, users will be notified accordingly and provided resources as to how they can continue development without step-by-step support from our team.
4. Support Resources
Ubidots has a multitude of self-service resources available to help troubleshoot and often solve Level 1 and Level 2 support inquiries.
Help Center: A listing of 300+ articles, tutorials, updates, and more to help guide your development and troubleshoot possible hangups along the way.
API Reference and Documentation: Ubidots API references contains details on communication protocols, data transmission setups, plus application design and integrations.
Devices Libraries: A list of 50+ device integrations and libraries proven successful on Ubidots.
Ubidots Blog: An Ubidots-powered resource for up-to-date Ubidots happenings, including IoT industry research, trends, and developments.
Community Forum: A community-guided support network to help diagnose and resolve open issues relating to Ubidots.
Community Projects: An open resource powered by Ubidots' partner, Hackster.io, which provides a plethora of connected solution tutorials, setups, and deployments.
Terms of Service: Standard reading materials describing you, your, data, and how Ubidots will handle the relationship between users, data, and the organization Ubidots and its IP.
Privacy Policy: Standard reading material describing data collection, sharing, and policy changing.
System Status: A resource to ensure uptime and reliability to customers with Ubidots-powered solutions.
5. Communication Standards
Ubidots as an organization has devoted itself to quality support. And as a cornerstone of Ubidots support, we strive to have any and all support tickets that are opened. Below are some standard means of communicating with Ubidots and its team with some expectations and service standards to ensure Ubidots provides a best-in-show service for all of its customers.
In-App Chat Channel: Ubidots' in-app chat channel is available to Ubidots core users. Located in the drop-down menu of the "question mark" button (see the following image), the in-app chat channel is monitored with regularity between 8:00 am and 6:00 pm EST and frequently over weekends and holidays. Ubidots also works to maintain a median response time of less than 30 minutes across any given 5-day work week.
Note: All STEM users are encouraged to submit support requests and tickets to the Ubidots Community Forums where an engaged community of users will provide feedback in a timely fashion. Any support requests from STEM users via the in-app chat will be redirected to the Community Forums.Email support expectations: The Ubidots' team is available to core platform users by email at support@ubidots.com. Emails received here are monitored regularly between 8:00 a.m. and 6:00 p.m. (EST).
Community forums: Ubidots' Community Forums are an open network of information with ranging topics and inquiries for all users. This is a community driven resource that Ubidots monitors regularly to ensure feedback is provided in a timely fashion.
As the main support channel for STEM users, Ubidots Community Forums and Help Center should be used as the first troubleshooting resource. Any abuse or negative community engagement will be dealt swiftly by the Ubidots team to ensure the quality and respect that all Ubidots users are due.Blog replies: Ubidots' blog is an avenue to learn facts, trends, and happenings relating to Ubidots, cloud applications, and the Internet of Things. Blog notes are typically not related to support and are therefore monitored on an as-needed basis. Replies to any inquiries received on Ubidots blog are responded to on a biweekly basis.
Phone conferencing: Ubidots' Enterprise customers can request phone support or receive 24-hour phone coverage as determined by a mutually agreed to and signed service level agreement. Phone conferencing is restricted to Ubidots customers only and, depending on the scope and complexity of the support, could be identified as "private consulting" or "training" for which a cost and invoice will be provided accordingly. Should the request or inquiry require consulting or training fees, the user will be notified and asked to accept any charges prior to any service(s), education, or support being provided.
In-person/on-site Training: Ubidots will provide in-person or on-site training and development to Ubidots Enterprise customers. Private services and on-site training can be requested by email.
5.1. When I talk to Ubidots, who am I speaking with?
Commercial agents and pre-sales engineers: Intended to assist users in solving any commercial doubts related to Ubidots services, including custom development estimations.
Hardware engineers: Intended to assist users in solving doubts about hardware libraries, API related inquiries, or minor integration inquiries with Ubidots' partner's products and services. The Ubidots engineer is not required to support the development of code or firmware in any device, nor the custom routines of a device or code, CAD designs, or similar.
Software engineers: Intended to assist users in any issue related to Ubidots' platforms. Data reception, widgets visualization, app bugs, and other similar issues will be addressed by Ubidots software and UX engineers.
Operation agents: Intended to assist the already cited support roles to overcome any administrative or customer happiness inquiries.
6. Service Level Agreements
Ubidots works with its clients' IT and OT departments to reach mutually agreed upon service level agreements (SLAs). Because different organizations have different exceptions, each SLA is a custom-designed agreement to adhere to certain policies and expectations ranging from phone support to 99.5% and 99.9% uptime. Any failure from Ubidots to adhere to the agreed-upon SLA will result in a breach of the agreement and a 10% monthly invoice credit will be applied to the customer's account for that month or in accordance with the signed agreement stipulations. If a more distinct SLA is in place, the terms of the SLA on the account supersede the contents of this article and Ubidots terms and conditions of service. For any inquiries related to SLAs and or the development of an SLA with Ubidots, please reach out to Ubidots' team by email.
For any additional inquiries, refer to the Ubidots Terms and Conditions of Service.