Support & Resources

Modified on Fri, 4 Jul at 11:48 PM

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How Monotch Support Works

Whether you're running a pilot or rolling out a full-scale deployment, Monotch offers reliable, tiered support to help you keep your mobility infrastructure running smoothly. Here's how to get help when you need it.

Step 1: Check the TLEX Interchange Knowledge Base

Before reaching out, we recommend searching the Monotch Support Portal for answers.
Our knowledge base contains detailed articles on:

Deploying and configuring TLEX Interchange
Managing actors, capabilities, and policies
API integration and troubleshooting
Monitoring and maintenance

If you can’t find what you’re looking for, we’re here to help.

Step 2: Contact Support

If your question isn’t answered in the knowledge base, you can submit a support ticket:

Go to the Monotch Support Portal
Click Submit a Ticket
Include your Deployment ID to help us assist you faster
Describe your issue clearly and attach any relevant screenshots or logs

Support Response Times & Coverage

Support availability and response times depend on your subscription tier:

Tier	Max Concurrent Sessions	Critical Patch Response	Included Support Hours	Extra Support Cost
Free Trial	2	< 3 working days	0	€175/hour
Pilot	10	< 3 working days	1 hour	€175/hour
Project	100	< 1 working day	4 hours	€125/hour
Rollout	100	< 1 working day	4 hours	€125/hour
Tailored	Custom	Custom	Custom	Custom

Tip: Include Your Deployment ID

To speed up support, always include your Deployment ID when submitting a ticket. This helps us locate your setup and provide accurate assistance.

What Happens Next?

Once your ticket is submitted:

Our support team will review your request
You’ll receive a response within your tier’s defined timeframe
If needed, we’ll schedule a follow-up or provide additional guidance

Need help now? Submit a ticket and we’ll take it from there.