Accessing MachineMetrics & Support

Overview

MachineMetrics is a cloud-based platform accessible through any modern web browser. This guide covers how to access the platform, what browsers are supported, and how to get help when you need it.

Accessing MachineMetrics

Access MachineMetrics through the appropriate URL for your environment:

Standard Commercial Cloud: https://app.machinemetrics.com

U.S. GovCloud (Government Customers): https://app.machinemetrics-us-gov.com

ShopPulse Interface (Tablets):

Standard: https://operator.machinemetrics.com
GovCloud: https://operator.machinemetrics-us-gov.com

Tip: Bookmark your login URL for quick access.

Browser Requirements

MachineMetrics is optimized for modern web browsers. We recommend:

Supported Browsers:

Browser	Minimum Version	Recommended
Google Chrome	Version 90+	Latest version ✓
Microsoft Edge	Version 90+	Latest version
Mozilla Firefox	Version 88+	Latest version
Safari	Version 14+	Latest version (macOS/iOS)

Not Supported:

Internet Explorer (all versions)
Legacy browsers (outdated versions of supported browsers)

Browser Settings:

JavaScript: Must be enabled
Cookies: Must be enabled (required for authentication)
Pop-up Blocker: May need to allow pop-ups from machinemetrics.com
HTTPS: All connections are encrypted via HTTPS

Display Requirements:

Minimum Resolution: 1280x720
Recommended Resolution: 1920x1080 or higher
Zoom Level: 100% (browser default)

When accessing MachineMetrics for the first time:

Check your email for the MachineMetrics invitation
Click the invitation link in the email
You'll be directed to set your password
Create a password following the requirements below
Set up multi-factor authentication if required by your organization

Password Requirements:

Minimum 8 characters
At least one uppercase letter
At least one lowercase letter
At least one number
At least one special character
Cannot be a previously used password

MachineMetrics supports multiple authentication methods:

Email & Password (Standard)

Traditional username/password authentication
Password reset available via "Forgot Password" link
Session timeout after inactivity (configurable by admin)

Single Sign-On (SSO)

Available for Enterprise customers
Supports OIDC (OpenID Connect)
Enables enforcement of corporate password policies and centralized user management
Contact your IT administrator for SSO setup

Google Sign-In

Quick login using Google account
Must be enabled by administrator
Links your Google account to MachineMetrics profile

Multi-Factor Authentication (MFA)

Optional or required based on organization policy
Adds an extra layer of security
Supports authenticator apps (Google Authenticator, Authy, etc.)
SMS backup codes available

Platform Access Levels

Access Level Overview

MachineMetrics uses role-based access control with five primary access levels:

Access Level	Typical Users	Key Capabilities
Kiosk	Operators (tablet users)	View machine status, log downtime/quality, start/stop jobs
Supervisor	Shift supervisors, team leads	Kiosk + view reports, manage operator activities
Manager	Production managers, engineers	Supervisor + create reports, manage settings, view analytics
Executive	Plant managers, executives	Manager + full analytics, company-wide visibility, user management
IT Admin	IT staff, system administrators	Executive + Edge device management, system configuration, integrations

Detailed Permissions:

Kiosk Level:

Access ShopPulse Interface
Log downtime and quality events
Start and stop production runs
View real-time machine metrics
View assigned work instructions

Supervisor Level:

All Kiosk permissions
View production reports
Review shift summaries
Categorize uncategorized downtime
View operator performance metrics

Manager Level:

All Supervisor permissions
Create and edit custom reports
Configure dashboards
Manage machine settings
Create and manage workflows/automations
Export data
Manage machine groups

Executive Level:

All Manager permissions
Add and manage users
Configure company settings
View financial and ROI metrics
Access multi-plant comparisons
Configure downtime categories and reject reasons
Manage ERP integrations

IT Admin Level:

All Executive permissions
Manage Edge devices
Configure API keys and webhooks
Set up SSO and authentication
Configure network settings
Access system logs and diagnostics
Manage third-party integrations

Requesting Access

To request a MachineMetrics account or elevated access:

Contact your organization's MachineMetrics administrator
Specify the access level needed and justification
Administrator will create account or modify permissions
You'll receive an email invitation with login instructions

If you're unsure who your administrator is, contact MachineMetrics support.

The primary navigation is located on the left side of the screen:

Core Sections:

Company: Company dashboard with company-wide overview and KPIs (default homepage)
Machines: Individual machine views and timelines
Production: Job tracking, operations, and production analytics
Reports: Pre-built and custom report library
Dashboards: Custom dashboards and visualizations
Settings: System configuration (Manager+ access)

Quick Actions:

Search bar for finding machines, reports, or content (keyboard shortcut: Ctrl+K on Windows/Linux or Cmd+K on Mac)
Notification bell for system alerts
Help icon for documentation links

Company Switcher (Multi-Tenant Users)

If you have access to multiple companies or plants:

Click the company name in the top-left corner
Select the organization you want to view
Dashboard will reload with selected company's data

Click your name or avatar in the top-right corner to access:

My Profile: Update personal information and preferences
Account Settings: Password, MFA, notification preferences
Dark Mode: Toggle dark/light theme
Help & Support: Links to documentation and support
Log Out: End your session

Mobile Access

ShopPulse Interface (Tablets)

For shop floor tablet access, use the ShopPulse Interface:

Optimized for touch screens
Simplified interface for production tasks
Always-on display capability
See the ShopPulse Setup Guide for provisioning instructions

Web App on Mobile Devices

The full MachineMetrics web app can be accessed on mobile phones and tablets:

Responsive design adapts to screen size
Full functionality available (based on access level)
Best viewed in landscape mode
Some features optimized for desktop use

Getting Support

Support Channels

MachineMetrics offers multiple ways to get help:

1. Email Support

Email: support@machinemetrics.com
Hours: Monday-Friday, 9 AM - 5 PM EST
Response Time: Typically within 2-4 hours during business hours
Best For: Non-urgent questions, configuration help, how-to questions

2. Support Portal (In-App)

Click the Help icon (?) in the top navigation
Select Contact Support
Submit a ticket with details
Track ticket status in the portal

3. Phone Support (for critical issues)

Available to Enterprise customers
Contact your Solution Delivery Manager (SDM) for phone support number
Use for urgent production-impacting issues

4. Knowledge Base

URL: https://support.machinemetrics.com
Searchable library of articles, guides, and documentation
Available 24/7
Includes video tutorials and step-by-step instructions

5. Solution Delivery Manager (SDM)

Your primary contact for initial onboarding, platform training, and ERP connectivity setup
Handles minor technical and setup issues during onboarding
Available to all customers during deployment
Contact information provided during onboarding

Note: For technical issues after onboarding, contact technical support or use the AI chatbot (available 24/7 in the bottom right corner of the platform).

Submitting a Support Ticket

To ensure quick resolution, include the following when submitting a ticket:

Required Information:

Your name and email address
Company name
Detailed description of the issue
Steps to reproduce the problem
Expected vs. actual behavior

Helpful Information:

Machine name(s) affected
Edge device name or serial number
Screenshots or screen recordings
Error messages (exact text)
Browser and version
When the issue started
Whether the issue is consistent or intermittent

Priority Levels:

Priority	Description	Examples
Critical	Production stopped, data loss	Edge device offline, no machine data, system outage
High	Significant impact on operations	Reports not generating, workflow not triggering, data accuracy issues
Medium	Moderate impact, workaround available	Feature not working as expected, UI issue, configuration question
Low	Minimal impact, enhancement request	Feature request, documentation update, cosmetic issue

Solution Delivery Manager

Your Solution Delivery Manager (SDM) is your primary contact for:

Initial Onboarding: Getting started with MachineMetrics deployment
Platform Training: Learn how to use MachineMetrics features effectively
ERP Connectivity Setup: Integration and configuration assistance
Minor Technical Issues: Setup and configuration support during onboarding

When to Contact Your SDM:

During initial deployment and onboarding
For ERP connector setup and configuration
For training on platform features
For minor technical issues during onboarding

How to Contact Your SDM:

Email address provided during onboarding
Schedule meetings through the customer portal
Typical response time: 1 business day

Important: After onboarding is complete, contact technical support (support@machinemetrics.com) or use the AI chatbot (available 24/7, bottom right corner) for technical issues.

Knowledge Base

The MachineMetrics Knowledge Base is your self-service resource:

What You'll Find:

Setup and configuration guides
Feature documentation
Troubleshooting articles
Video tutorials
Release notes and product updates
Best practices and use cases

How to Use:

Visit https://support.machinemetrics.com
Use the search bar to find articles
Browse by category or topic
Articles include step-by-step instructions and screenshots

Quick Links:

Getting Started guides
Machine connectivity documentation
System settings and configuration
Reports and dashboards
API documentation

Community & Training

User Community (coming soon)

Connect with other MachineMetrics users
Share best practices and tips
Get answers from experienced users
Participate in discussions

Training Resources:

Live webinars (scheduled monthly)
On-demand video library
Certification programs (Enterprise customers)
In-person training (available upon request)

What to Include in Support Requests

To help our support team resolve your issue quickly:

Do Include:

✓ Clear description of the problem
✓ Specific machine or Edge device names
✓ Screenshots or videos showing the issue
✓ Steps you've already tried
✓ Error messages (exact text)
✓ Time and date when issue occurred
✓ Impact on your operations

Don't:

✗ Submit vague requests like "it's not working"
✗ Include sensitive production data unnecessarily
✗ Submit multiple tickets for the same issue
✗ Expect immediate response outside business hours (unless critical)
✗ Send AI-generated summaries from ChatGPT, Claude, etc. - we need the raw information

Support Response Times

Target Response Times:

Priority	First Response	Resolution Target
Critical	30 minutes	4 hours
High	2 hours	1 business day
Medium	4 hours	3 business days
Low	8 hours	5 business days

Note: Response times are guidelines during business hours (M-F, 9 AM - 5 PM EST). Resolution times depend on issue complexity.

After-Hours Support:

Critical issues: Email support with "CRITICAL" in subject line
Enterprise customers: Contact SDM for emergency escalation procedures
Non-critical issues: Will be addressed next business day

Emergency Support

For critical, production-impacting issues outside business hours:

Email support@machinemetrics.com with "CRITICAL" in the subject line
Describe the immediate impact on production
Provide contact information for callback
Include all relevant details (machine names, error messages, etc.)

What Qualifies as Critical:

Complete system outage
All machines not reporting data
Data loss or corruption
Security incident
Production line stopped due to MachineMetrics issue

What Does NOT Qualify as Critical:

Configuration questions
Feature requests
Single machine connectivity issues (if others are working)
Report or dashboard issues
User access issues (unless affecting entire team)

Frequently Asked Questions

Q: I forgot my password. How do I reset it?
A: Click "Forgot Password" on the login page. Enter your email and follow the instructions sent to your inbox. If you don't receive an email, check your spam folder or contact support.

Q: Why can't I log in?
A: Common reasons include incorrect password, account not yet activated, MFA code issues, or your account may be locked after multiple failed attempts. Contact your administrator or support.

Q: Can I access MachineMetrics from home?
A: Yes, MachineMetrics is cloud-based and accessible from anywhere with internet access. Some organizations may restrict access through VPN or IP whitelisting—check with your IT team.

Q: Do I need to install any software?
A: No. MachineMetrics runs entirely in your web browser. The only exceptions are Edge devices (on-premises hardware) and optional tablet apps.

Q: How do I change my notification preferences?
A: Click your name in the top-right corner → Account Settings → Notifications. Configure email and in-app notifications based on your preferences.

Q: What if I need access to multiple plants or companies?
A: Your administrator can grant multi-company access. Use the company switcher in the top-left to switch between organizations.

Q: Is my data secure?
A: Yes. MachineMetrics uses enterprise-grade encryption (HTTPS), role-based access control, and undergoes regular security audits. See the Security Overview for details.

Q: How long before my session times out?
A: Sessions typically timeout after 8 hours of inactivity. SSO sessions may have different timeout policies set by your organization.

Q: Can I use MachineMetrics on my iPad or tablet?
A: Yes. The web app works on tablets and iPads through the browser. For shop floor operator use, see the ShopPulse Setup Guide for the optimized ShopPulse Interface experience.

Q: What's the difference between support email and my SDM?
A: Support email is for technical issues and immediate help. Your SDM assists with initial onboarding, platform training, and ERP connectivity during deployment. For technical problems after onboarding, always contact support or use the AI chatbot (available 24/7).

Q: How do I request a new feature?
A: Submit feature requests through the support portal. Include your use case and business impact. Our product team reviews all requests for the product roadmap.

Q: Is training available?
A: Yes. New customers receive onboarding training from their SDM. Additional training is available through webinars, video tutorials, and the knowledge base. Contact your SDM during onboarding for training sessions.

Next Steps

Now that you know how to access MachineMetrics and get support:

Log in to your account and explore the interface
Bookmark your login URL for quick access
Update your profile with notification preferences
Review the Quick Start Checklist to get started
Set up your first Edge Device and ShopPulse Interface
Contact your SDM to schedule an onboarding session

Helpful Links:

What is MachineMetrics?
Edge Device Setup Guide
ShopPulse Setup Guide
User Management & Access
Knowledge Base: https://support.machinemetrics.com

Accessing MachineMetrics & Support

Overview