READYBIT SUPPORT AND SERVICE LEVELS

Last updated September 10, 2026. Posted at readybit.com/support.

This page describes the standard support Readybit Inc. (“Readybit”) provides for its monitoring devices and hosted dashboard (the “Services”), and the service levels Readybit works to. It is the support and service level documentation referred to in Readybit’s Reseller Agreement, Service Agreement, Order Forms and Terms of Use. Standard support is included with an active subscription or included service period at no additional charge. The response times below are targets that Readybit works to, not guarantees, and no service credits apply. Readybit is a small company and this page describes what it can deliver today; Readybit updates it as its practices change and keeps the “Last updated” date current.

1. How to reach support

Support is provided by email. Send requests to support@readybit.com from the email address on your Readybit account, and include the site name, the device serial number or ID if the request concerns a device, what you expected to happen, what happened instead, and when. Readybit does not offer telephone support. The support page at readybit.com/support links to this address.

2. Support hours

Support hours are Monday through Friday, 8:00 am to 5:00 pm Pacific Time, excluding United States federal holidays. Requests received outside support hours are treated as received at the start of the next business day. Readybit’s automated monitoring and alerting run 24 hours a day, 7 days a week regardless of support hours.

3. Severity levels and target response times

Readybit assigns a severity to each request when it is received and may re-classify it as more is learned. “Response” means a reply from a person at Readybit acknowledging the request and beginning work on it, not resolution.

Severity	Definition	Target first response	Target update frequency
Critical	The dashboard or alerting is unavailable for all users of an account, or data from all of an account’s devices has stopped arriving, and there is no workaround.	8 business hours	Every business day until resolved
Normal	A feature is not working as documented, a single device has stopped reporting, alerts are late or missing for one site, or a user cannot sign in, and a workaround may exist.	2 business days	Every 2 business days until resolved
Low	A question about how to use the Services, a request for a report or a configuration change, a cosmetic issue, or a feature suggestion.	3 business days	As progress is made

Readybit will use commercially reasonable efforts to resolve each request. Resolution may take the form of a fix, a workaround, a configuration change, a replacement device under warranty, or an explanation that the behavior is as designed or is outside the scope of support.

4. Availability

Readybit will use commercially reasonable efforts to make the online aspects of the Services available 24 hours a day, 7 days a week, except for (a) planned downtime, of which Readybit gives advance electronic notice, and (b) unavailability caused by circumstances beyond Readybit’s reasonable control, including failures of internet service providers, cellular carriers, hosting providers or other third-party services, denial of service attacks, and events such as fire, flood, earthquake, acts of government, civil unrest or labor disputes not involving Readybit’s own personnel. Readybit does not publish an uptime percentage and does not offer service credits. Because Readybit devices monitor equipment and containers and do not control them, an outage of the Services delays alerts and dashboard updates but does not affect the operation of the customer’s equipment.

5. Planned maintenance

Readybit schedules maintenance that is expected to interrupt the Services outside normal United States business hours where practical, and gives at least 48 hours’ notice by email to the administrator contact on each affected account. Routine deployments that are not expected to interrupt the Services may be made without notice. Emergency maintenance needed to address a security issue or restore service may be performed with shorter or no advance notice, in which case Readybit will notify affected accounts as soon as practical.

6. What standard support covers

Standard support covers Readybit devices (the IQ-1 monitor and the Readybit gateway), their firmware, the Readybit dashboard and alerting, user accounts and roles, device activation and replacement, and questions about how the Services work. Readybit will help diagnose whether a problem lies with the device, the platform, or something outside Readybit’s scope.

7. What is outside the scope of support

The following are outside the scope of standard support. Readybit will point customers to the right party where it can, and may offer help with them as a separate paid engagement.

• The customer’s own network, internet service, Wi-Fi and Ethernet infrastructure, and firewall configuration.
• Cellular coverage at the installation site. Coverage depends on the carrier’s network, and signal inside mechanical spaces varies; antenna placement, or use of a wired connection where cellular signal is poor, is the customer’s responsibility under Readybit’s installation documentation.
• Sensors, wiring, power supplies and enclosures not supplied by Readybit, and their installation, calibration and maintenance.
• The equipment or containers a Readybit device is attached to, including any pumps, dosing systems or safety functions, which are the responsibility of the equipment manufacturer and the customer’s service agent.
• Third-party services and software that the customer connects to the Services.
• On-site visits, physical installation, removal and reinstallation of devices, and training beyond Readybit’s published documentation.
• Custom features, integrations and reports, which are handled as customization services under a separate agreement.

8. Hardware warranty and returns (summary)

This section summarizes the hardware warranty in Readybit’s agreements. The agreement or Order under which the hardware was purchased governs, and nothing here expands it.

• Readybit hardware purchased from Readybit carries a one-year replacement warranty against failures not caused by negligence, misuse, or installation or use contrary to Readybit’s documentation. The warranty period begins on the earlier of activation of the unit on the Readybit platform and 180 days after shipment.
• The warranty excludes failures caused by sensors, wiring, power supplies or enclosures not supplied by Readybit, by improper voltage supply, by physical damage, or by events outside Readybit’s control, and does not cover consumable parts, cosmetic damage or normal wear.
• Warranty claims are made through Readybit’s RMA process: email support@readybit.com with the device serial number or ID, the site, and a description of the failure. Readybit will troubleshoot with you, and if the unit needs replacement will issue an RMA number and a shipping label by email. Readybit ships the replacement unit to the location the customer designates. Removal of the failed unit and installation of the replacement are performed by the customer or its service agent. Returned units must be shipped to Readybit within ten working days of the RMA date, and Readybit may charge for a replacement if no defect is found or the failed unit is not returned.
• Replacement of a failed unit, or a refund of the unit price if Readybit cannot supply a replacement within a reasonable time, is the exclusive remedy under the hardware warranty.

9. Customers who buy through a reseller, distributor or service agent

If you obtained Readybit hardware as part of another manufacturer’s equipment or through a reseller, distributor or service agent, your hardware warranty is provided through that channel under its terms, and warranty claims should be made to that channel partner, which submits them to Readybit. Readybit’s warranty obligations run to the party that purchased the hardware from Readybit. Standard support for the dashboard and your user accounts is available directly from Readybit at support@readybit.com regardless of how you purchased.

10. Changes to this page

Readybit may update this page from time to time and will keep the “Last updated” date current. Where a signed agreement refers to this page, changes do not reduce the support commitments in that agreement during its then-current term.