1. How to request support
Use the support email, WhatsApp number or emergency contact in the customer’s order form. Include the affected site, workflow, time, users affected and any safe screenshot or error reference. Never send passwords.
2. Response targets
- Priority 1 — critical: production is unavailable at a site, fiscal sales cannot proceed, or data security may be at risk. Initial response target: 2 business hours.
- Priority 2 — high: an important workflow is materially impaired with no reasonable workaround. Initial response target: 4 business hours.
- Priority 3 — normal: a limited fault has a workaround or affects a small number of users. Initial response target: next business day.
- Priority 4 — request: advice, reporting changes or feature requests. Initial response target: 3 business days.
Response means investigation has started and the customer has received an acknowledgement or useful next step. It is not a guaranteed resolution time.
3. Hosted availability
The standard Web Hosted target is 99.5% monthly availability. It excludes planned maintenance, customer equipment or connectivity, third-party outages outside Drove’s reasonable control, misuse and force-majeure events. Any service credits must be expressly stated in the order form.
4. On-site Mirrored service
Local workflows are designed to continue through an internet outage and synchronise later. Availability still depends on the customer’s local server, power, network, devices and compatible hardware. Drove will diagnose supported components; replacement hardware, travel and work caused by unsupported equipment may be quoted separately.
5. Maintenance and updates
We aim to give at least 48 hours’ notice for planned maintenance that may interrupt normal use. Urgent security or data-protection work may be applied sooner. Android updates may require the device user to approve installation.
6. Backups and recovery
Managed hosting and mirrored plans include the backup arrangements described in the order form. Recovery targets depend on deployment type and incident scope. Customers should not treat exports, device caches or an unsynchronised site as their only backup.
7. Customer responsibilities
Customers must maintain safe power and networks, supported devices, current contacts, secure user accounts and reasonable physical access for on-site equipment. Faults should be reported promptly and requested diagnostic information provided without exposing unrelated personal data.