Support
Get started on your own
You can get full access to FieldPro on your own through our free trial mode. Start here: https://web.v3.fieldproapp.com/welcome
If you prefer to have a 30-minute demo tour of the solution by a product specialist, or have questions we can help you, schedule a demo for free here: https://www.fieldproapp.com/book-a-demo
Client Set up Packs
We offer setup packages to onboard you and ensure a successful implementation. We will organise several video calls to train you and adapt the environment to your needs, to share best practices, and answer any technical questions. Several setup packs are available, depending on the level of complexity of the deployment, and on the assistance you need.
| Basic | Standard | Advanced |
|---|---|---|---|
Hours | 5 | 25 | 50 |
Set up duration | 4 weeks | 8 weeks | 12 weeks |
Dedicated set-up expert | Yes | Yes | Yes |
Video Training Sessions | Yes | Yes | Yes |
Help with Master Data Import | Yes | Yes | Yes |
Customisations | No | Yes | Yes |
**Price | 500€ | 3000€ | 5000€** |
The time spent working on each item will be deducted from the set-up time package. If we go beyond, a new set up package will need to be taken.
Deployment Phases
Deployment phase are crucial stages in the implementation of any project, particularly in ensuring the successful adoption of new systems.
The chart below outlines the structured approach we take in collaboration with our clients, detailing the roles and responsibilities across four key deployment phases:
- Kick-off.
- Configuration & Trainings.
- Go-Live.
- Adoption/Post Go-Live.
Each phase plays a vital role in the overall deployment process, ensuring that the project progresses smoothly from initiation to full operational status
Support
After the set up is done, each plan includes on going support for the technical contacts, that can reach out to us to share questions through the chatbox present on our web application or by email to support@optimetriks.com.
We provide support from Monday to Friday, from 9am to 5pm GMT.
Service Level Agreements (SLAs)
As part of the subscription contract signed to access FieldPro services, Optimetriks commits to acknowledging and resolving support requests within defined timelines, based on the nature and severity of each request. The below outlines the categories of requests, their classification criteria, and the applicable response commitments.
Request types
- Bug: Something not working as it should
- Support: A small change request on the existing configuration or a need for assistance.
- New Feature: A major change request or configuration change.
What qualifies as a bug?
- A technical glitch is preventing users from using the mobile or web app
- An unexpected behaviour of the system
- A deviation from the agreed initial scope of the deployment
What qualifies as a support request?
- New option for an existing question
- New picture question in a workflow
- Helping with the change of items assigned
What qualifies as a new feature?
- New list attribute, new options to the list attribute
- Changing the list scope, Team levels, and labels
- New dashboards
- New workflow
- New questions in a workflow that imply complex reporting updates, such as a matrix
- New feature development on the mobile or web app
As part of the subscription and contracts signed to access the FieldPro services, we commit to responding within certain timelines to the requests received, based on their severity level:
Severity level | Key dimensions | Description |
1 - Major bug - High priority | Direct Business Impact Multiple Users Affected | Serious defect or problem in the Software and the Mobile Application, which is causing performance disturbance.A complete outage of any application module/function.More than 25% of the total users experience service degradation.Users unable to access the system or service.Service Security measures and controls were compromised. |
2 - Minor bug - Low priority | Indirect Business Impact Few Users Affected | The problem has no measurable or perceivable business impact.A fault that has no current impact on Customer operations.Fault which may cause inconvenience in performing regularly used functions |
3 - Service Request | Little or no Business Impact | Request for upgrades, new functionality or other changes which may not be handled by the support team.Immediate attention is not required. |
Severities | First Response Time | Frequency of update |
1 - Major bug | 3 hours | 6 hours |
2 - Minor bug | 12 hours | 24 hours |
3 - Service Request | 24 hours | 40 hours |
Applicable time: 9 am to 5 pm. Monday to Friday
Our SLAs only apply
• After the Go Live
• If the requests are properly logged and categorized through our ticketing system
Updated on: 20/05/2026
Thank you!