Fortris™ AI Customer Support Policy
Effective Date: April 23, 2026
Version: 1.0
Support Portal: https://support.fortris.ai
Email: fortris@battlemotors.com
Phone: (888) 328-5443 (Monday–Friday, 8:00 AM – 5:00 PM Eastern Time)
This Support Policy describes the technical support, implementation, and customer success services Battle Motors, Inc. provides to Customers of the Fortris™ AI platform.
1. What Support Covers
Covered:
- Platform availability/defects
- Hardware troubleshooting and RMA
- Account/user management
- How-to and best-practice guidance
- Integration and API questions
- Data export and reporting
Not Covered:
- Customer-managed infrastructure
- Third-party software issues
- Customer development work
- Damaged/tampered hardware
- On-site support (available as paid Professional Service)
- End-user driver training (ongoing training as paid add-on)
2. How to Contact Support
| Channel | Details |
|---|---|
| Support Portal | https://support.fortris.ai — Knowledge base, ticket submission, tracking (preferred channel) |
| fortris@battlemotors.com — Sev-2, Sev-3, Sev-4 issues and general questions | |
| Phone | (888) 328-5443 — Service and platform issues during business hours M–F 8am–5pm ET |
| Customer Success Manager | Named CSM for Pro and Vision customers |
| Status Page | https://status.fortris.ai — Real-time service status and incident history |
Business Hours: Monday–Friday, 8:00 AM to 6:00 PM U.S. Eastern Time, excluding U.S. federal holidays.
What to include in a support request:
- Customer/tenant name
- Affected users/vehicle IDs/serial numbers
- Time observed (with time zone)
- Exact error message
- Screenshots/recordings
- Steps to reproduce
- Impact and urgency
3. Severity Levels and Response Targets
| Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Sev-1 | Complete outage / security incident | 1 business hour | 1 business day or workaround |
| Sev-2 | Major feature degraded | 4 business hours | 3 business days |
| Sev-3 | Non-critical issue with workaround | 1 business day | 10 business days |
| Sev-4 | Cosmetic / feature request / question | 2 business days | Scheduled |
4. Hardware Support and RMA
4.1 Warranty Period: Typically 2 years for gateways/DVRs, 1 year for ancillary devices, and 90 days for installation workmanship. Hardware-as-a-Service (HaaS) devices are covered for the full subscription term.
4.2 RMA Process:
- Submit ticket via the Support Portal
- Remote diagnostics performed by Support Engineering
- RMA issuance (1 business day)
- Replacement shipment (2 business days)
- Return defective unit within 15 business days
4.3 Advanced Replacement: For Pro and Vision customers, a replacement device is shipped before the defective unit is returned (credit card hold applies).
5. Professional Services
The following services are available as paid engagements and are not included in the standard subscription:
| Service | Scope | Pricing Model |
|---|---|---|
| On-site installation | Per truck/site | Fixed fee |
| On-site troubleshooting | Per visit | T&M |
| Custom integration/report development | Scoped project | Fixed or T&M |
| Driver/supervisor training | Per session | Fixed fee |
| Data migration | One-time | Fixed fee |
| Video research requests | Per request | Per-event fee |
| Litigation assistance | Per request | Hourly + expenses |
6. Customer Success Program
Pro and Vision Customers: Named Customer Success Manager (CSM) providing onboarding assistance, quarterly business reviews (QBRs), release briefings, and escalation management.
Core Tier: Pooled Customer Success resources with QBRs available on request.
7. Escalation Path
| Tier | Role |
|---|---|
| Tier 1 | Support Engineer |
| Tier 2 | Senior Support Engineer / On-Call DevOps |
| Tier 3 | Customer Success Manager |
| Tier 4 | VP Customer Success / Director of Engineering |
| Tier 5 | Chief Software Officer |
To escalate, reply to your existing support ticket with “Escalate” in the subject line. Escalations are acknowledged within 1 business hour.
8. Training and Self-Service Resources
- Documentation: https://docs.fortris.ai
- Knowledge Base: https://support.fortris.ai
- Video Library
- API Reference: https://developer.fortris.ai
- Monthly release notes
- Quarterly webinars
9. Language and Accessibility
English is the primary support language. Spanish-language support is available on request. The Fortris™ AI dashboard is available in both English and Spanish. Accessibility accommodations are provided on request.
10. Changes to This Policy
Material changes to this Support Policy will be communicated with 30 days’ advance notice per Section 15 of the Terms of Service.
11. Contact
Battle Motors, Inc.
Attn: Customer Support
1951 Reiser Avenue SE
New Philadelphia, OH 44663
Email: fortris@battlemotors.com
Phone: (888) 328-5443
