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.
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.
In-App Support Form - Click the "Help" or "Support" link in the DrillerDB navigation menu to access the in-app support form. This form automatically includes your account information and system details, helping our team diagnose problems faster.
Phone Support - For urgent issues affecting business operations, call our support line during business hours. Phone numbers are available in the Help section of DrillerDB and vary by region.
Live Chat - Access live chat support during business hours by clicking the chat icon in the bottom right corner of any DrillerDB page. Chat is ideal for quick questions and real-time troubleshooting.
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
Expected support response timeframes:
Standard Issues - Most support requests receive a response within one business day. Complex issues requiring investigation may take longer, but you'll receive regular status updates.
Urgent Issues - Critical issues affecting business operations are prioritized. These typically receive a response within a few hours during business hours.
After-Hours Support - For customers with premium support plans, limited after-hours support is available for critical issues. Check your account details for after-hours contact information.
Status Updates - If your issue requires extended investigation or development team involvement, support provides regular status updates so you're never left wondering about progress.
Support Resources
Additional resources available while waiting for support:
Knowledge Base - This complete documentation site contains guides, tutorials, and troubleshooting information covering all DrillerDB features. Search for specific topics or browse by category.
Video Tutorials - Watch video demonstrations of common tasks and features. Video tutorials are especially helpful for visual learners and complex multi-step processes.
Community Forum - Connect with other DrillerDB users to share tips, ask questions, and learn how others use the system. Community members often provide quick answers to common questions.
Release Notes - Review recent updates and new features in the release notes section. Sometimes unexpected behavior is actually a new feature or changed workflow.
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.