Support Policy

Andon Tool provides software support directly to Company Admins. All other users within a customer organization are supported through their Company Admin as the first point of contact.

Standard support is provided remotely. Communication may include email and scheduled Microsoft Teams meetings when useful and reasonably available. Support is directed to the Company Administrator, who is the primary contact for the organization.

Company Administrators are the designated point of contact for their organization and are responsible for submitting and coordinating support requests.

Floor Employees, Leads, Responders, Supervisors, and Plant Managers: Should use the in-app Help Center as their first resource. For issues not resolved by the Help Center, these users should contact their Company Admin for assistance.

Andon Tool support is available for:

• Software-related questions and how-to guidance.
• Help understanding existing settings and features.
• Platform bugs and technical issues.
• Account setup and configuration assistance.
• Subscription and billing questions.
• Feature requests and suggestions.

Support is provided remotely. Communication may include email and scheduled Microsoft Teams meetings when useful and reasonably available. Support is provided remotely only. On-site visits, phone support, and 24/7 availability are not included.

Standard support does not automatically include:

• Custom software development.
• Special integrations outside the standard Andon Tool product.
• Extensive customer data entry.
• On-site services.
• Operational consulting.
• The customer's internal IT support or help desk.
• Safety system management or emergency procedures.
• Hardware, device, or network troubleshooting.
• Internal training or employee onboarding programs.

Services outside the standard scope may require a separate written agreement and additional pricing. Customers remain solely responsible for all internal operational, safety, quality, and compliance matters regardless of their use of the Andon Tool platform.

Reported bugs will be reviewed and prioritized based on available information, severity, product impact, and development capacity. A specific correction or release date is not guaranteed unless separately agreed in writing.

Feature suggestions are welcomed and may be reviewed for future development, but submitting a suggestion does not guarantee that the feature will be created.

The Andon Tool in-app Help Center provides self-service articles organized by user role. Employees at all levels are encouraged to use the Help Center as the first resource for common questions and how-to guidance.

Company Admins may submit support tickets through the in-app Help Center. Tickets are reviewed by Andon Tool platform administrators. Response times may vary depending on ticket volume and priority. Andon Tool does not guarantee response times for non-critical tickets.

Andon Tool aims to respond to support requests within 1 to 2 business days. Response times are not guaranteed and may vary based on request volume and complexity. Support is provided during normal business hours and is not available 24/7.

The customer's Company Administrator should normally submit and coordinate support requests. Company Admins may contact Andon Tool support through the in-app Help Center or by emailing:

Andon Tool Support
Email: support@andontool.com