Get help with the EQ-Seer mobile app, the EQ-Seer web portal, Bob AI, and your account.
For account, app, or Bob AI issues, email us and we'll route it to the right team.
privacy@info.eq-seer.com →Found a vulnerability or suspect unauthorized access to your account?
privacy@info.eq-seer.com →Reach us at privacy@info.eq-seer.com or through your organization's support portal, if enabled. To help us resolve your issue quickly, please include: a description of the problem, the affected feature, the steps to reproduce it, when it occurred, any error messages, and which Authorized Users are affected.
If your organization has a designated technical/escalation contact, that person can also raise issues directly with EQSeer on your behalf.
Standard support is available 9:00 AM–5:00 PM Central Time, Monday–Friday, excluding U.S. holidays ("Support Hours"). Requests received outside Support Hours are treated as received at the start of the next support day. The severity levels and targets below are taken directly from — and are not more generous than — § 9 (Service Levels and Technical Support) of our Master Subscription Agreement, which is the sole, controlling Service Level Agreement; there is no separate SLA document. As stated there, these targets are objectives, not guaranteed performance standards, and are not backed by financial service credits.
| Severity | Definition (MSA § 9.3) |
|---|---|
| 1 — Critical | The Platform is down, inoperable, inaccessible, or otherwise materially ceases operation; or performance/non-performance of the Platform prevents useful work from being done. |
| 2 — Major | The Platform is severely limited or degraded, major functions are not performing properly, or the situation is causing significant impact to your operations or productivity; or the Platform has been interrupted but recovered with high risk of recurrence. |
| 3 — Moderate | Partial loss of application functionality or performance that impacts multiple users. A minor feature or function failure may be present with a convenient workaround available. |
| 4 — Minor | A minor or cosmetic problem with minimal business impact: localized or isolated impact, non-essential function failure, operational nuisance, documentation errors, configuration adjustments, or any failure not qualifying as Severity 1, 2, or 3. |
| Severity | Initial Response | Temporary Resolution | Final Resolution |
|---|---|---|---|
| 1 — Critical | 4 business hours | 1 business day (commercially reasonable efforts) | 30 days (commercially reasonable efforts) |
| 2 — Major | 1 business day | 5 business days (commercially reasonable efforts) | Commercially reasonable efforts |
| 3 — Moderate | 3 business days | Commercially reasonable efforts | Commercially reasonable efforts |
| 4 — Minor | 5 business days | At EQSeer's discretion | At EQSeer's discretion |
Initial Response is our acknowledgment of your report and assignment of a severity level. Temporary Resolution is a workaround, configuration change, or patch restoring material functionality pending a permanent fix. Final Resolution is a permanent fix restoring full functionality. (Definitions per MSA § 9.5.)
Maintenance notice. We provide at least 5 business days' prior notice of scheduled maintenance reasonably expected to materially affect availability, and notify Customer within 24 hours of discovering the need for emergency maintenance (MSA § 9.2).
Availability target. We target 24×7×365 availability with a 99.0% monthly uptime goal, subject to the exclusions in MSA § 9.1 (scheduled/emergency maintenance, third-party infrastructure outages, Customer-caused issues, Force Majeure, and permitted suspensions). This is a target, not a financial service-credit guarantee.
Extended/after-hours support is available as a paid Premium Support add-on under a separate Order Form or Statement of Work — ask your account contact for details.
Service reviews. Upon your organization's reasonable request, and no more than once per calendar quarter, we'll hold a review session to look at ongoing issues with the Platform, examine the root causes of resolved and unresolved problems, and discuss ways to improve the Platform generally (MSA § 9.6). Ask your account contact to schedule one.
Confirm you're using the email address your organization's administrator provisioned for you. Use "Forgot Password" to reset your credentials, and confirm multi-factor authentication is set up correctly if enabled. If problems persist, contact your organization's Admin User or email privacy@info.eq-seer.com.
Bob AI's answers, including root-cause hypotheses, are decision-support starting points, not final determinations — verify against the cited source and your own expertise before acting, and never take a safety-critical action based on an answer without independent verification. See our Terms, Section 12.1.
Not yet. Voice search and media capture are planned features and are not available today — the current app does not request camera or microphone permission. Once this feature ships, you'll be able to manage it under your device's Settings → Apps → EQ-Seer → Permissions, and we'll update this page and our Privacy Policy in advance.
Both give you full access to Bob AI and your organization's knowledge base. Use the mobile app for field work (offline-friendly views, on-the-go access); use the web portal at chat.eqrx.io (or your organization's subdomain) from a desktop browser for dashboards, admin settings, and heavier document review. Your login and permissions are the same on both.
The web portal at chat.eqrx.io supports Chrome, Edge, Safari, and Firefox — Chrome is our recommended browser for the best experience. Keep your browser up to date; older or unsupported browsers may not render all features correctly.
No. Your documents, sensor data, and conversations with Bob AI are used only to answer your questions — never to train or improve any AI model, ours or a third party's. See our Privacy Policy, Section 5–6.
Only if your organization explicitly turns on optional web search (powered by Perplexity). It's off by default — with it off, your queries never leave EQSeer's enterprise AI providers and never reach the public internet. Ask your organization's administrator whether web search is enabled for your account.
Only your organization. Each customer has a separate database schema and file namespace — one organization's data is never visible to another's instance of Bob AI. See our Privacy Policy.
Contact your organization's administrator, who manages data retention and deletion settings, or email privacy@info.eq-seer.com and we will coordinate with your organization.
The web portal runs in your browser and does not request device-level permissions. The table below applies to the native mobile app.
| Permission | Status | Why we ask |
|---|---|---|
| Notifications | Available today | Alert you to real-time events, mentions, or support updates, where enabled by your organization. |
| Camera | Planned — not yet requested | (Once released) capture photos/video for knowledge capture and document scanning, when you tap-to-record. |
| Microphone | Planned — not yet requested | (Once released) voice-driven search to Bob AI and audio capture, when you tap-to-talk or tap-to-record. |
The app currently requests only the Notifications permission, where your organization enables it. Camera and microphone access are on our roadmap and are not requested by the app today. Once available, none of these permissions will enable background or always-on access — each will require an explicit action from you. Full detail is in our Privacy Policy.
Billing, seats, and subscription questions are handled at the organization level under your Order Form and MSA. Contact your organization's Admin User, or have them reach out to privacy@info.eq-seer.com.