Support.

Email-first support

Support runs on email at admin@npdestracker.com. Email support is included. We aim to send an initial email response within 24 hours. The initial response may confirm receipt, provide an update, or request more information; it does not guarantee resolution within 24 hours. Resolution time varies based on severity, complexity, customer cooperation, and third-party services. No 24/7 support, guaranteed resolution time, uptime SLA, or service credits are included unless stated in a signed order form.

Self-service resources

• The docs hub at /docs.
• The public sample workspace at app.npdestracker.com/demo.
• The Pricing FAQ on /pricing.

How to escalate

Email admin@npdestracker.com and include your municipality, plan, and a description of what you tried. If the issue is time-sensitive (active enforcement window, regulator request), say so in the subject line.

What's included on each tier

• Small MS4 Essentials, Inspection Starter. Self-service email and ticket support. Phone calls, live meetings, done-for-you configuration, bulk data migration, custom implementation, and custom engineering are not included unless purchased separately or listed in an order form.
• Inspection Team, Full MS4 Platform. Dedicated support coordinated through the agency's designated project lead. Additional onboarding, training, imports, or configuration work can be scoped separately.