Contact Support
If you can't resolve an issue using the troubleshooting documentation, the DrillerDB support team is here to help. This guide explains how to contact support and what information to provide for the fastest resolution.
Quick Start: Get Help Fast
- Try troubleshooting docs first
- Gather information: error messages, screenshots
- Choose contact method: email, phone, or the in-app Submit feedback button
- Include account email and company name
- Describe steps to reproduce the issue
Screenshots and the steps that reproduce the issue help support match your report to our server logs. The more detail you provide, the faster support can help.
Support Channels
| Channel | Best For |
|---|---|
| Email (support@drillerdb.com) | Detailed issues, screenshots, files |
| Submit feedback button (in the app) | Quick reports of a bug, a feature request, or a question, with the page you were on attached |
| Phone | Urgent business-critical issues |
| Contact Form (drillerdb.com/contact-us) | Questions when you are not signed in |
Support hours and the phone number are on drillerdb.com/support. A person answers.
Step-by-Step Workflow
- Try troubleshooting docs first
- Gather information: error messages, screenshots
- Choose contact method: email, phone, or the in-app Submit feedback button
- Include account email and company name
- Describe steps to reproduce the issue
When to Contact Support
Reach out to the support team when:
Technical Issues Persist - If you've tried the troubleshooting steps in this documentation and the problem continues, contact support for advanced assistance. Our team can access diagnostic information and logs not available through the interface.
Account or Billing Questions - For questions about your account status, subscription level, billing charges, or payment methods, support can access your account details and make adjustments as needed.
Feature Requests - If you have ideas for new features or improvements to existing functionality, we want to hear from you. Support channels feature requests to our product development team for consideration.
Security Concerns - Report potential security issues, suspicious activity, or unauthorized access immediately. Security reports receive priority handling from our security team.
Data Issues - If you discover data discrepancies, missing records, or believe data has been incorrectly modified, support can help investigate and restore correct information when necessary.
Integration Problems - For issues with QuickBooks, Stripe, GPS tracking, or other third-party integrations, support can verify configuration and troubleshoot connection problems.
How to Contact Support
Multiple support channels are available:
Email Support - Send detailed support requests to support@drillerdb.com. Email is best for non-urgent issues that may require back-and-forth communication or when you need to attach screenshots or files. Include your company name, account email, and detailed description of the issue.
Submit Feedback Button - Click the round Submit feedback button at the bottom right of any console page. In the Send Feedback window, choose Bug Report, Feature Request, or Question, set a priority, and describe the problem. Select Element lets you click the part of the page you mean, and Capture Screenshot attaches a picture. The report includes the page you were on and your browser details.
Phone Support - For urgent issues affecting business operations, call our support line during business hours. The number is on the Help page in the console navigation (under System) and on drillerdb.com/support.
Contact Form - The form at drillerdb.com/contact-us sends your message to our team, and the page lists our phone number and office hours. Use it when you are not signed in to DrillerDB.
Information to Provide
Help us help you faster by including these details:
Account Information - Provide your company name and the email address associated with your account. This helps support staff locate your account quickly and verify your identity.
Detailed Problem Description - Explain what you were trying to do, what happened instead, and what you expected to happen. Include the exact text of any error messages you saw.
Steps to Reproduce - If possible, list the specific steps someone else could follow to reproduce the problem. This helps our technical team identify the root cause.
Screenshots or Videos - Visual documentation is incredibly helpful. Take screenshots showing the issue, error messages, or unexpected behavior. Screen recording videos are even better for demonstrating multi-step problems.
Browser and Device Information - Specify which browser you're using (Chrome, Firefox, Safari, Edge) and the version number. Include your operating system (Windows 10, macOS, iOS, Android) and device type if relevant.
When It Started - Note when you first noticed the problem and whether anything changed recently in your setup, such as browser updates, new security software, or network changes.
Already Tried - List troubleshooting steps you've already attempted so support doesn't suggest things you've already tried. This saves time and moves directly to advanced troubleshooting.
Response Times
Urgent Issues - Say in the first line of your email or call that the problem stops your work. Critical issues affecting business operations are handled first.
Weekends - Support hours are weekdays. A sync outage gets a same-day reply on weekends.
Status Updates - If your issue needs extended investigation or development team involvement, support tells you where it stands.
Support Resources
Additional resources available while waiting for support:
Knowledge Base - This documentation site contains guides, tutorials, and troubleshooting information covering all DrillerDB features. Search for specific topics or browse by category.
Recorded Walkthroughs - Several guides, such as Create a Pump/Service Job, include a short recorded walkthrough of the steps.
Frequently Asked Questions - The FAQ answers common questions about plans, billing, and setup.
After Support Resolution
Following up after your issue is resolved:
Confirm Resolution - Once support provides a solution, test thoroughly and confirm the issue is fully resolved. Let support know if the problem persists or if you have follow-up questions.
Provide Feedback - Support teams value feedback about your support experience. Share what worked well and what could be improved to help us serve you better.
Document Solutions - Make notes about the resolution for future reference, especially if it involved specific settings or configuration changes you might need to remember or repeat.
Related Topics
- Common Issues - Try these first
- Connection Issues - Network problems
- Settings - Account configuration
- Getting Started - Setup guides