Monnit Support Structure

Monnit Support Structure and Disaster Recovery Overview

This article outlines Monnit Corporation’s technical support tiers and disaster recovery practices, providing clarity on how customers are assisted during operational issues and data-related events.

🧩 First-Level Application Support

Monnit provides first-level technical support through its customer service and technical assistance channels. This includes:

Direct access to support agents via phone (801-561-5555) and email (info@monnit.com) during business hours (Mon–Fri, 8 a.m.–5 p.m. MT).
Basic troubleshooting and configuration help for Monnit wireless sensors, gateways, and the iMonnit platform.
Free iMonnit Basic monitoring service, which includes access to support for setup and usage questions.
Return Material Authorization (RMA) process for hardware issues, initiated through first-level support.

While Monnit does not publicly issue a support certificate, the availability of first-level support is embedded in their and reflected in their operational practices.

🧠 Second-Level Support and Escalation

For more complex or critical issues, Monnit offers second-level support through escalation protocols:

Escalation to engineering or specialized technical teams for firmware bugs, advanced diagnostics, or integration issues.
Bug fixes or software patches are provided when non-conformance is identified, contingent on sufficient issue documentation from the customer.
Post-warranty repair services are available for eligible products, with structured terms and RMA tracking.

Customers are advised to contact their technical support representative or sales associate to initiate escalation. Monnit’s structured escalation ensures that issues beyond basic troubleshooting are handled by qualified personnel.

🧯 Disaster Recovery and Data Retention

Monnit maintains robust disaster recovery protocols to protect customer data and ensure service continuity:

Weekly full backups and differential backups every 30 minutes.
Encrypted offsite storage at geographically distinct data centers.
Additional backups during maintenance or emergency events to preserve system integrity.
Archived device data available upon request for offline retrieval (fees may apply).

For full details, refer to Monnit’s Data Retention and Disaster Recovery Policy.