Important Update: Changes to Support Services after July 1, 2025

To the Enlighted Community,

As we announced earlier this year, Enlighted/BRI is entering a strategic ramp-down phase of operations. As part of this transition, we’re implementing changes to our support services to ensure we can maintain quality service levels for our contracted customers while managing this period of change.

Effective July 1, 2025: New Support Policy Guidelines

We want to clearly communicate the following updates to our support entitlement policy:

• Support Services will be exclusively available to customers with active contracts or sites in pre-commissioning and installation of hardware.
• Break-fix assistance, system upgrades, and administrative support will only be provided to customers with valid support contracts.
• For non-contracted customers, support will be limited to RMA processing for defective hardware.
• Enlighted will continue to maintain and update its Knowledge Base helping customers solve issues without requiring remote technical support.

What This Means for Our Customers:

If you currently have an active support contract:

• You will continue to receive comprehensive support services as outlined in your agreement.
• Cloud customers who have current subscription contracts with Enlighted for Energy Manager Cloud (EMC), Space, and Location Intelligence (RTLS) are provided Essential support through the term of their agreement.
• There are no changes to your current level of support.
• Our team remains committed to maintaining our high service standards.

If you do not have an active support contract:

• Support will be limited to RMA processing for hardware issues
• Limited support will continue to be provided for access issues, certificates, and licensing.

We remain dedicated to providing excellent service to our contracted customers during this transition period. For any questions about these changes or your current support status, please contact your account representative.

Support tickets can be submitted via our support portal at http://support.enlightedinc.com

Thank you for your understanding and continued partnership