Customer Support Policy

This Customer Support Policy describes the support services available to all Fortris™ AI customers. Our goal is to ensure that every customer has access to the resources, expertise, and responsiveness needed to get the most out of the Fortris platform — from initial deployment through day-to-day fleet operations.

1. What Support Covers

Covered

• Platform availability – Assistance with login, access, and uptime-related concerns for the Fortris Command Portal and mobile applications.
• Hardware troubleshooting – Diagnosis and resolution guidance for Fortris-supplied telematics devices, cameras, and sensors operating under warranty.
• Account management – User provisioning, role assignments, permission changes, and subscription inquiries.
• How-to guidance – Walkthroughs for platform features including dashboards, alerts, geofencing, reporting, and driver scorecards.
• Integration and API support – Guidance on using the Fortris REST API, webhook configuration, and third-party integration setup.
• Data export and reporting – Help generating, scheduling, and interpreting reports and data exports.

Not Covered

• Third-party hardware or software not supplied or certified by Fortris.
• Vehicle mechanical, electrical, or diagnostic issues unrelated to Fortris devices.
• Custom software development beyond the scope of the Professional Services catalog (see Section 5).
• Network infrastructure, cellular coverage, or ISP issues at customer facilities.
• Training for end-users beyond the self-service resources listed in Section 8, unless purchased as a Professional Service.
• Issues arising from unauthorized modification or tampering with Fortris hardware or firmware.

2. How to Contact Support

Business hours for live phone and email support are Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays. Tickets submitted outside business hours are queued and addressed on the next business day in the order received.

What to Include When Contacting Support

1. Your company name and Fortris account ID
2. Contact name, email, and phone number
3. A clear description of the issue or question
4. Steps to reproduce the issue (if applicable)
5. Screenshots, error messages, or log files
6. Device serial number(s) for hardware-related issues
7. The severity level you believe applies (see Section 3)

3. Severity Levels and Response Targets

4. Hardware Support and RMA

4.1 Warranty Period

All Fortris-supplied hardware is covered by a limited warranty for a period of 24 months from the date of delivery. For full warranty terms, refer to the Hardware Warranty Policy.

4.2 RMA Process

If a hardware device is believed to be defective, follow this Return Merchandise Authorization (RMA) process:

1. Contact Support via the portal, email, or phone and provide the device serial number, a description of the fault, and any diagnostic evidence.
2. A support engineer will perform remote troubleshooting to confirm the defect.
3. If the defect is confirmed, an RMA number and prepaid shipping label will be issued.
4. Ship the defective device to Fortris using the provided label within 14 calendar days.
5. A replacement or repaired device will be shipped within 5 business days of receiving the returned unit.

4.3 Advanced Replacement

Pro and Vision tier customers are eligible for Advanced Replacement, where a replacement device is shipped before the defective unit is returned. Advanced Replacement availability depends on device type and inventory. A hold may be placed on the customer's account until the defective device is received by Fortris.

5. Professional Services

Fortris offers the following Professional Services for customers who need hands-on assistance beyond standard support. All Professional Services engagements require a signed Statement of Work (SOW).

To request a Professional Services engagement, contact your Customer Success Manager or email fortris@battlemotors.com.

6. Customer Success Program

Customers on the Pro and Vision tiers are assigned a named Customer Success Manager (CSM) who serves as a single point of contact for onboarding, adoption strategy, quarterly business reviews, and proactive account health monitoring. Your CSM works alongside the support team to ensure issues are prioritized appropriately and that your fleet operations goals are being met.

Customers on the Core tier have access to all standard support channels and self-service resources. Core customers may request a one-time onboarding consultation at no additional cost within 30 days of account activation.

7. Escalation Path

If you feel your issue is not being resolved in a timely manner, you may request an escalation at any time by replying to your support ticket with "Please escalate" or by calling (888) 328-5443 and asking for a supervisor. All escalation requests are acknowledged within 2 business hours.

8. Training and Self-Service Resources

• Fortris Knowledge Base – Searchable articles, FAQs, and troubleshooting guides
• Video Tutorial Library – Step-by-step walkthroughs for platform features and hardware installation
• API Documentation – Developer reference for the Fortris REST API, including authentication, endpoints, and code samples
• Release Notes – Monthly updates on new features, improvements, and bug fixes
• Community Forum – Peer-to-peer discussion and best practices shared by the Fortris customer community
• Webinar Archive – Recordings of live training sessions, product deep-dives, and industry panels

9. Language and Accessibility

All support services are provided in English as the primary language. Support in Spanish is available upon request during business hours and is subject to staff availability. The Fortris platform interface supports English and Spanish language settings. If you require accommodations related to accessibility, please contact our support team and we will make reasonable efforts to assist you.

10. Changes to This Policy

Fortris reserves the right to update this Customer Support Policy at any time. Material changes will be communicated to customers at least 30 days in advance via email and/or an in-platform notification. Continued use of Fortris services after the effective date of a revised policy constitutes acceptance of the updated terms.

11. Contact

If you have questions about this policy or need assistance, please reach out to us:

Fortris™ AI – A Division of Battle Motors
1045 East State Street
Fremont, OH 43420
United States

Email: fortris@battlemotors.com
Phone: (888) 328-5443
Support Portal: https://support.fortris.ai