Help from the people who build it
How to reach us, when we answer, and what happens when something is urgent.
How to reach us
The main channel for every plan. Every message gets a reference and a named person.
Help centre
Setup, scheduling, gate, yard map and compliance guides. Also inside the app under Help.
Onboarding calls
Customers get scheduled video calls during onboarding and go-live, booked with your named contact.
Severity levels
Tell us the severity when you write in; we will confirm or adjust it in our first reply.
| Severity | What it means | Example |
|---|---|---|
| P1 | Production down — the gate or booking is unusable | Nobody can check trucks in; carriers cannot book |
| P2 | A major function is degraded and a workaround is hard | The SAP integration stops posting goods receipts |
| P3 | A minor issue, or a workaround exists | A report column shows the wrong format |
| P4 | A question or a request | “How do I set up a second site?” |
First-response targets
| Severity | Standard | Professional | Enterprise |
|---|---|---|---|
| P1 | 4 business hours | 2 business hours | 1 hour (as contracted) |
| P2 | 1 business day | 4 business hours | 4 business hours |
| P3 | 2 business days | 1 business day | 1 business day |
| P4 | Best effort | Best effort | Best effort |
Business hours are Monday to Friday, 08:00–18:00 Irish time, excluding Irish public holidays. Targets are for the first response from a person, not for resolution.
Availability commitments and service credits are in the Service Level Agreement.
What to include in a ticket
- Your organisation and site name.
- The severity (P1–P4) and how many people or trucks are affected.
- What you expected to happen, and what happened instead.
- The booking or confirmation code, truck registration or screen involved.
- When it started, and a screenshot or the exact error message if there is one.
- For integration issues: the integration name and the time of the message (the SAP message log shows it).
Never send passwords, API keys or signing secrets by e-mail. We will never ask for them.
Onboarding and training
Guided setup
Admin training
Train the trainer
Escalation
- Raise the ticket by e-mail with the severity in the subject line (for example “P1 — gate down at Site A”).
- If a P1 or P2 has had no response within its target, reply to the same thread with “ESCALATE” in the subject.
- Escalations go straight to the founder, who owns the resolution until it is closed.
- Enterprise customers can also use the escalation contacts named in their contract.