What Kind of Support Does Locus Technologies Provide?

A Solid Support and Training Program to Optimize Every Customer Site

Choosing enterprise-grade EHS, water, ESG, and environmental software means investing in a platform that works reliably from day one. Locus Technologies delivers exactly that through its cloud-native, fully configurable architecture. However, even with a solid implementation and intuitive workflows, customers can still benefit from having access to a world-class support system that helps them optimize, expand, and evolve their use of the EIM, Locus Platform, or Mobile over time. That’s why Locus pairs its proven software with a comprehensive support program designed to accelerate adoption, maximize ongoing value, and empower organizations to get the most out of their systems.

Core Components of Locus’ User Support Program

1. Dedicated, U.S.-Based Support Team of Domain Experts

• Locus doesn’t outsource support to a generic call center. Support staff are employed directly by Locus, located in the U.S., and have backgrounds in environmental science, engineering, data management, GIS, and EHS.
• This means when you call or submit a ticket, you get someone who not only understands the software but also the underlying technical and regulatory context (chemistry, water quality, compliance, etc.) that shapes your data and workflows.
• For complex issues like a large data import, migration from a legacy system, or customization of workflows, Locus can tap into specialists (developers, geologists, water-quality scientists, configuration experts) to assist, troubleshoot, and guide effectively.

2. Fast Response Times & A Modern Ticketing System

• In 2023, Locus adopted a leading support-ticketing platform giving users a personalized online customer portal where they can view open/closed tickets, track progress, and access knowledge-base articles.
• The system supports remote troubleshooting, screen-sharing, case tracking, and collaboration between support, engineering, development and configuration, and customer success teams. This ensures more efficient issue resolution and feedback loops for product improvements.
• The transparent ticketing and portal approach helps customers monitor their own support history, reducing friction and increasing accountability.

3. Flexible, Role-Based Training: From Super Users to Everyday Operators

Because Locus is highly configurable and can be tailored to each customer’s unique workflows, proper training is essential. Locus delivers training in multiple formats:

• In person training sessions at customer or Locus facility: the Locus team will meet with your staff, using your own equipment and context, to configure the system, review workflow design, and onboard users.
• Remote, web-based training and free monthly webinars: ideal for ongoing onboarding, refresher courses, and training new hires without travel or delay.
• “Train-the-trainer” programs: for larger organizations, Locus helps develop internal experts so that your own staff can configure workflows, dashboards, and reporting without external help.

Importantly, super users are trained not only to use the system but to configure it: adjust workflows, create custom forms and fields, set business rules, define dashboards, and build reports. This empowers organizations to own their EHS and environmental workflows long-term without recurrent vendor dependence or a “configuration tax” every time customers need adjustments.

4. Implementation, Data Migration, and Configuration Services

For new customers or large deployments, Locus offers full-service implementation:

• A dedicated implementation manager who acts as a single point of contact throughout the setup.
• Live configuration reviews: before going live, Locus helps you test and review your configuration to ensure workflows, data fields, and reporting align with your needs.
• Data migration support: experienced data migration specialists handle importing legacy data, cleaning it, validating consistency, and documenting all transformations. This ensures historical data becomes part of a clean, auditable dataset in Locus.
• Post-implementation availability: as you expand or adjust workflows, Locus remains ready to help with configuration, training, or support to ensure your system evolves as your needs change.

5. Knowledge Base, Self-Service Portal and Ongoing Support Resources

• Every customer gets access to an online Customer Portal listing their open and closed support tickets.
• A Knowledge-Based (KB) library exists, with technical articles, “how-to” guides, best-practice templates, and documentation to support user learning and onboarding.
• A Support Help Library and on screen help available in all Locus systems.
• Locus maintains very high customer retention (98% renewal rate, 18,000+ active users), indicating long-term satisfaction and trust in the support model.

What Support Looks Like in Practice: A Typical Customer Journey

• Kickoff & Implementation: you’re assigned a project manager, and Locus runs data migration, configures your system, and sets up workflows to mirror your operational structure.
• Training & Onboarding: team members are trained (onsite or remotely), including “power users” who learn how to build and modify forms, dashboards, and business rules.
• Day-to-Day Use: when questions or issues arise, you submit a ticket via the portal; you receive prompt, domain-expert support; issues are resolved often with screen-sharing or remote assistance.
• Ongoing Adjustments & Growth: as regulation changes or your operations evolve, your internal power users (or Locus Support) modify workflows; training refreshers are delivered via Webinars; new users are added seamlessly.
• Long-Term Partnership: Locus remains your data steward and support partner through upgrades and scaling, avoiding vendor lock-in or need for third-party consultants.

Why This Level of Support Matters, Especially for Configurable, Enterprise Tools

Because Locus offers both Out-of-the-Box and highly configurable (not a fixed “one-size-fits-all” package) options, end users benefit when they receive both use-case training and configuration training.

• This reduces dependency on consultants or bespoke code.
• It accelerates time-to-value and adoption across departments.
• It ensures the system evolves with your compliance, environmental, and business needs (without expensive re-architecting later).

For large enterprises with complex environmental, EHS, water, or ESG programs — and for evolving regulatory landscapes — that kind of support and flexibility becomes a strategic advantage.

Locus Support = More Than Help Desk

If you choose Locus Technologies, you’re not only licensing enterprise-grade EHS, environmental, water, and ESG software, you’re teaming up with a support organization that:

• understands your domain
• supports full implementation and migration
• trains both users and internal admins
• offers fast, expert help when issues arise
• gives you self-service tools, documentation, and knowledge resources
• maintains long-term commitment and high renewal rates
• values customer success.

That kind of support is rare in the environmental software space, and it explains why many leading organizations trust Locus not just once, but for decades.