Overview
If you need help with your Mango by Radix IoT system, we offer multiple support channels depending on the urgency and type of issue. This guide covers how to reach us, what information to include, severity levels, escalation steps, and expected response times.
Support Channels
- Support Portal: Submit support tickets for technical issues or general inquiries at https://support.radixiot.com
- Email: Send requests directly to support@radixiot.com
- Phone: For a P0 system outage, call +1-214-270-1801. For a P1 major issue, call the same number or use email or the portal
- Mango User Forum: Community support from other Mango users at https://forum.mango-os.com
- Documentation: Mango 5 documentation at https://docs.radixiot.com. Mango 4 has its own documentation site at https://old-docs.radixiot.com — check which version you are running before you follow a procedure, because the two sites differ.
Getting Started
When you submit your first support request via email to support@radixiot.com, you will receive an automatic acknowledgement including an invitation to create a portal account. This account lets you track progress and follow up on any tickets easily.
Tip
Include as much information as possible in every support request. For multi-site customers, always include the site name or site code so the support team knows where to start.
Support Guide by Issue Severity
P0 — System Outage (Critical)
Your Mango system is completely down and no data is being collected.
- Action: Call immediately
- Phone: +1-214-270-1801
- Details to Provide:
- Your name
- Callback number
- Company name
- Site/Campus/Building
- Description of the issue
P1 — Major Issue / Wide Impact
A major feature is broken or a significant number of data points are affected, but the system is not fully down.
- Action: Call or email
- Phone: +1-214-270-1801
- Email: support@radixiot.com
- Portal: https://support.radixiot.com
- Details to Provide: Same as P0
P2 — Minor Issue (Performance / Operational Impact)
Something is not working as expected but the system is still operational — for example, slow dashboard performance or a single data source issue.
- Action: Email or use support portal
- Email: support@radixiot.com
- Portal: https://support.radixiot.com
- Details to Provide: Same as P0
P3 — General Questions (No Error)
You have a question about configuration, best practices, or general product usage.
- Action: Email or use support portal
- Email: support@radixiot.com
- Portal: https://support.radixiot.com
- Details to Provide: Same as P0
Following Up on a Ticket
Step 1: Check Ticket Status & Communication from Radix
Support engineers will reply via email with updates and questions. These replies come from the support email address — be sure to check your SPAM folders. You can also log into the portal and post comments on your tickets directly.
Step 2: Escalate to Support Manager
If needed, escalate by emailing support@radixiot.com with the subject line “Escalation Request”. Include your ticket number and a summary of the issue.
Expected Response Times
Response times depend on your support agreement. Each priority has an acknowledgement time and a resolution time, shown below as acknowledgement / resolution:
| Priority | Basic (subscription only) | Enhanced (hosted, with subscription) | Premium (Enterprise) |
|---|---|---|---|
| P0 System Outage | 12 / 24 business hours | 8 / 16 business hours | 1 business hour or 24 hours, whichever is shorter / 4 business hours or 72 hours, whichever is shorter |
| P1 Major Issue | 24 business hours / as agreed | 16 / 20 business hours | 4 / 8 business hours |
| P2 Minor Issue | Best effort | 24 / 32 business hours | 12 / 24 business hours |
| P3 General Questions | Extra cost, or the forum | Best effort | 2 business days / as agreed |
- Times are in business hours (Monday – Friday, 8am – 5pm US Central) unless stated otherwise
- Support requests are acknowledged automatically by email, and the resolution timer starts at acknowledgement
- License-only (perpetual) customers have no SLA: support is through the forum and the documentation
Support Hours
- Standard Support: Monday – Friday, 8am – 5pm US Central Time
- 24/7 Support: An extra-cost option. If your agreement includes it, use the dedicated number provided with it
Contact Information
- Support Email: support@radixiot.com
- Support Phone (P0 and P1): +1-214-270-1801
- General Info: info@radixiot.com
- Main Line: +1-833-248-2691
- Website: radixiot.com
- Address: Radix IoT, LLC — 14555 N. Dallas Parkway #125, Dallas, TX 75254
When to Escalate
Not every issue requires escalation. Use this checklist to decide:
- Systemic failure — multiple data sources or the entire server are non-functional
- Data sources non-functional — one or more critical data sources stopped collecting and basic troubleshooting did not resolve it
- Server inaccessible — the Mango UI is unreachable or the service will not start
- Repeated regressions — a previously fixed issue keeps returning
- Blocking critical operations — the issue prevents essential monitoring, reporting, or control actions
Tip
If the issue matches one or more of these criteria, escalate sooner rather than later. Include your severity classification (P0–P3) in the subject line so triage can prioritize immediately.
Support Ticket Information Template
Include all of the following when submitting a support ticket for the fastest resolution:
- Mango version and installed module list (Administration → Modules)
- Steps to reproduce the issue, as specific as possible
- Log files — attach
ma.logwith timestamps around when the issue occurred - Server time zone — as shown on Server info (from Admin home, the Server status card, then More details). Mango has no system-wide time zone setting; each user sets their own Time zone
- Severity classification — P0, P1, P2, or P3 based on impact
- Screenshots of error messages or unexpected behavior
- Recent changes — any configuration, upgrade, or network changes preceding the issue
Note
For restricted environments where Radix support cannot directly access your server, use these options: (1) send screenshots and log excerpts via email, (2) schedule a screen-share session via Microsoft Teams, or (3) back up your Mango configuration and restore it to an accessible VM so support can perform granular troubleshooting on a replica.