Frequently Asked Questions

Vertex Control Systems is a Louisiana-based building automation company founded in 2024. We provide professional software solutions and engineering services for building automation systems, specializing in Niagara N4 framework and offering both remote and on-site services.

We provide on-site services throughout Louisiana, particularly in New Orleans, Baton Rouge, and the Southeast region. Our remote engineering services are available nationwide, allowing us to deliver professional solutions anywhere in the United States.

We offer a unique combination of cutting-edge software products and expert engineering services. With 15+ years of experience, proprietary AI technology (Vortex AI), cost-effective remote services (50% savings), and 3x faster deployment through our modular approach, we deliver unmatched value in building automation.

We accept all major credit cards, debit cards, and ACH bank transfers through our secure Stripe payment processor. All transactions are encrypted and PCI-compliant for your security.

Due to the digital nature of our software products and immediate delivery of license keys, ALL SALES ARE FINAL. We do not offer refunds, returns, or exchanges. Please ensure you review system requirements and product specifications before purchasing.

After completing your purchase, you can immediately download your software from your dashboard under the "Orders" section. You'll also receive an email with download instructions. Software downloads remain available in your account for future access.

Yes, you can cancel your subscription at any time from your dashboard. If you cancel, your subscription will remain active until the end of your current billing period. You can also pause subscriptions temporarily if needed.

We offer two main license types: 1) Software licenses with tiers (Free, Basic, Enterprise) for our software products, and 2) Niagara N4 module licenses tied to specific Host IDs. Software licenses can be one-time purchases or subscriptions, while Niagara licenses require Host ID verification.

A Host ID is a unique identifier for your Niagara station. It's required for licensing Niagara N4 modules to ensure the license is tied to your specific system. You can find your Host ID in Workbench under Station > License Manager > Host ID.

Software licenses can be deactivated and reactivated on different machines (subject to your license tier limits). However, Niagara N4 module licenses are permanently tied to specific Host IDs and cannot be transferred between stations.

One-time purchase licenses are perpetual (no expiration). Subscription licenses remain active as long as your subscription is current. Niagara module licenses typically have a one-year validity period unless otherwise specified.

Vortex AI is our proprietary artificial intelligence system designed specifically for building automation. It provides predictive maintenance, real-time diagnostics, energy optimization recommendations, and automated fault detection with 95% accuracy, resulting in up to 50% energy savings.

Protocol Spy is our advanced network diagnostic tool that analyzes building automation protocols in real-time. It supports BACnet and Modbus protocols, provides packet analysis, discovers network topology, and helps troubleshoot communication issues quickly.

Requirements vary by product. Niagara modules require N4 version 4.8+, Java 8+, and 4GB RAM. Vortex AI needs Windows 10/11, 8GB RAM, and .NET 4.7.2+. Detailed requirements are listed on each product page and in our documentation.

Active subscription customers receive automatic updates. One-time purchase customers get free updates for one year, then can purchase update packages. Updates are delivered through your dashboard and include new features, bug fixes, and security patches.

Remote services are delivered via secure connections and include programming, graphics development, and system configuration - offering 50% cost savings. On-site services involve physical presence for installation, commissioning, and hands-on troubleshooting. Both maintain the same quality standards.

Project timelines vary by scope. Simple programming tasks can be completed in days, while full system implementations may take weeks. Our modular approach and pre-built solutions typically deliver projects 3x faster than traditional methods. We provide detailed timelines during consultation.

Yes, we provide 24/7 emergency support for critical system issues. Response times depend on your service level: Enterprise customers get immediate response, while standard support has 24-48 hour response times. Emergency on-site service is available in Louisiana.

Yes, we offer flexible service contracts including preventive maintenance, remote monitoring, priority support, and guaranteed response times. Contracts can be customized to your needs and budget, with monthly or annual billing options.

You can reach our support team through: 1) Help Request system in your dashboard (recommended), 2) Email at contact@vertexcontrolsystems.com

We offer three support tiers: Free Tier (community forum only), Basic/Professional (email support, 48-hour response), and Enterprise (priority support with dedicated account manager and phone support).

Yes, we offer comprehensive training programs including: video tutorials in your dashboard, documentation and user guides, live webinars for new features, and custom on-site training for enterprise customers.

Software comes with a 90-day warranty against defects. Engineering services include a 1-year warranty on programming and configuration work. Extended warranties are available for enterprise customers. See our Terms of Service for complete details.