Ongoing Support & Consulting
The gap between what software can do and what your team actually uses is where most deployments fail. 10in6 closes that gap by staying involved — refining, expanding, and responding as your operation evolves.
Support is where the 10in6 name gets earned
Manufacturing software rarely fails at go-live. It fails eighteen months later, quietly — the configuration no longer matches the floor, the champion who drove adoption changed roles, the vendor's help desk answers in days and knows nothing about your plant. People start working around the system instead of with it.
The 10in6 model is built to prevent exactly that decay. Over 97% of our customers would recommend us — and the reason they cite most isn't a feature. It's that a real person who knows their deployment answers the phone, on a holiday if that's when the line went down, and that the system keeps getting refined as the operation changes.
Five things "ongoing" actually means
24/7 Support
- Available nights, weekends, and holidays for critical issues
- Answered by people who know your specific deployment — not a generic tier-1 queue
- Response without a long orientation, because we already know your lines and configuration
Proactive Refinement
- System adjusted as your operation, products, and processes change
- New capabilities added without rebuilding the platform
- Refinement, not just break/fix — the system gets better the longer you run it
Rollout Strategy & Training
- What to implement first, and how to sequence it for adoption
- Workflow improvement — fixing process gaps before automating around them
- Training planning for operators, supervisors, and maintenance teams
IT Guidance & Integrations
- Application servers, SQL Server configuration, backups, and migration planning
- Timekeeping connectivity — ADP, Kronos/UKG, Attendance on Demand — or standalone 10in6 kiosks
- Skills and attendance tracking integration for live manpower visibility
Independent Consulting
- Honest advice from people who've seen hundreds of deployments — including "software isn't the answer here"
- Manufacturing and data expertise, not just product knowledge
- A partner with a stake in your results: our business model depends on customers who stay, not customers who signed
Customers name their project managers
You can't fake this kind of testimonial. When customers talk about 10in6 support, they use first names.
"Having someone like George (10in6 Project Manager) to work with has been very helpful. He has been very responsive and drives projects to completion."
"Matt (our 10in6 Project Manager) is very quick to respond if we have questions or issues. He has helped us get the information we want out of 10in6, sharing standard reports we didn't know about, or making adjustments when needed."
Support & consulting questions
- Is support a separate contract, or part of every engagement?
- It's part of how every 10in6 engagement works — the delivery model, not an add-on. Configuration, refinement, and support are included in the ongoing relationship. The depth of consulting work varies by what your operation needs, but there's no version of 10in6 where you're handed a login and left alone.
- Do we get a dedicated contact, or a ticket queue?
- A dedicated 10in6 project manager who knows your specific deployment — your lines, your configuration, your history. Our customers refer to their project managers by first name in their testimonials, which says more than any service-level description could.
- Can 10in6 connect to our timekeeping system?
- Yes — 10in6 integrates with ADP, Kronos/UKG, Attendance on Demand, and other timekeeping vendors to bring live attendance data onto the shop floor. For plants without a dedicated timekeeping system, standalone 10in6 kiosks fill the gap. This powers the Attendance & Skills Tracking module — who's on the floor, where they're assigned, and who's qualified to cover.
- What if we don't have IT staff to support the system?
- We've deployed and supported 10in6 in plants with no dedicated IT department. Guidance on application servers, SQL Server configuration, backups, and migration planning is part of the service — and the integration and configuration work is ours to maintain, not yours.
- What does the consulting side cover beyond the software?
- Rollout strategy — what to implement first and how to sequence it for adoption. Workflow improvement — identifying process gaps before automating around them. Training planning for operators, supervisors, and maintenance. And independent advice: if software isn't the right answer to a problem, we'll say so.
Ask our customers about support.
Seriously — ask for references. Support is the part of 10in6 our customers volunteer praise for without being prompted, and we're happy to let them make the case.