Getting Support, Where to Find Help

Samantha Isin
edited December 2023 in The Inside Scoop

Note! Any questions for the Vibration Analyst or related to analysis, diagnostics, algorithms, repairs, failures, etc. should be addressed in the Machine Health Events thread on the machine page in the Augury Machine Health Platform.

There are four ways to get technical support as a part of the Augury ecosystem; utilize The Endpoint, start a conversation in the Augury platform, email Augury support, and/or contact your account team at Augury. 

Utilize The Endpoint

Your one-stop shop for the online community forum, the knowledge base, and the Augury Academy. 

The Knowledge base

Gives you written documentation for how-to’s, faqs, release notes, maintenance guides, and more. Utilizing the search in The Endpoint can take you directly to answers within the library of content.

The Academy

Contains over 200 hours of technical training and on-demand tutorials to help you gain a basic understanding of the Augury system and level up your skills.

The Online Community

Gives you access to the combined experience and knowledge of hundreds of maintenance and reliability professionals by engaging in conversations with production health pros from around the world. Start a conversation or ask a question by clicking ‘New post’ from the homepage.

All questions asked on the community forum will be addressed by someone in the Augury ecosystem within 24 hours.  You can access The Endpoint at or directly from the Augury web application. 

If you're having problems with the Endpoint itself contact the community manager, Samantha Isin, at [email protected] 

Accessing The Endpoint from the Augury Web Application

Open the ‘Help and Support’ tab on the top right-hand corner of your screen. This will open a widget you can use to access The Endpoint. Links to the community, knowledge base, and Academy are at the bottom of the widget.

You can also access all of our recent product updates using the button in the center of the widget. 

Utilize the search bar to access all the knowledge base articles and community discussions in The Endpoint directly from the widget. If you still have questions after viewing the result click ‘View Article’ to open it in and view related articles or ask more questions on the community.

The Augury Platform Chat

Start a conversation inside the Augury platform. On the left-hand side of the platform, you’ll find a small blue chat bubble that opens a help widget. Click ‘Messages’ and then ‘Send us a message’ to start a chat. You can expect a response within 1-2 hours.

Submit a Support Ticket

Submit a ticket in one of two ways, fill out the form on the Augury web platform or send an email to Augury support.

  1. Fill out the form available on the Augury web platform by opening the ‘Help and Support’ tab on the top right-hand corner of the page. This will open the same widget you can use to access The Endpoint. On the bottom-left is a button called ‘Contact Us’, select that button to be directed to a simple form.

    Fill in the details of your request and submit. You’ll hear back from Augury support within 1-2 business days.
  2. Title your email with the subject of your request and make sure you use an email address with your company’s domain.
    You will receive a response containing a form, complete the form to finish submitting your request. You’ll hear back from Augury support within 1-2 business days.

Contact Your Account Team

If you cannot locate help or answers to your questions using any of the above resources, contact your customer or reliability success manager directly.