What we commit to when something needs our attention — when we are available, how quickly we respond, and how we tell the difference between an inconvenience and an emergency.
Our support desk is staffed Monday to Friday, 09:00–18:00 UK time, excluding public holidays in England and Wales.
Response targets stated in business hours are counted only during those hours. A request raised at 17:30 on a Friday with a four-business-hour target is due by 12:30 the following Monday. Targets stated in minutes are counted in elapsed time during support hours.
Enterprise customers may agree extended or follow-the-sun cover in their contract, which overrides this section for that customer.
We classify every request on receipt. If you disagree with the classification, say so and we will review it.
| Level | Definition |
|---|---|
| Critical | The platform is unreachable, or data is at risk. Nobody in your organisation can work. |
| High | A core function — checking items in or out, approvals, sign-in — is unusable and there is no workaround. |
| Normal | Something is impaired or behaving incorrectly, but a workaround exists. |
| Low | A question, a cosmetic issue, or a request for a change or new capability. |
The time within which a person — not an automated acknowledgement — responds to you. It is a response target, not a resolution time: how long a fix takes depends on what is wrong.
| Plan | Normal, High and Low |
|---|---|
| Essentials | Within 1 business day |
| School / University | Within 1 business day |
| Professional | Under 4 business hours |
| Business | Under 2 business hours |
| Enterprise | Under 30 minutes, within agreed cover hours |
Faults on the platform raise an automatic alert to our team the moment they occur, with the failing request and its cause attached. Repeated occurrences of the same fault are grouped into one alert, so a genuine problem is never lost in noise.
In practice this means work on a system-wide fault normally begins before any customer has written to us. It does not replace the targets above — it is why we can often beat them.
Raise a support request from inside Dozz (Support in the left-hand menu). It arrives with your organisation, plan and recent activity attached, which is consistently faster than email for us to act on. Tickets alert us immediately on receipt.
You can also write to [email protected]. For anything Critical, mark it clearly in the subject line.
We target 99.5% monthly availability, measured across a calendar month and excluding the scheduled maintenance described below.
Planned maintenance is announced at least 48 hours in advance and scheduled outside 09:00–18:00 UK time wherever possible. Short deployments that do not interrupt service are not announced.
These fall outside the targets above, though we will always help where we can:
| Not covered | Why |
|---|---|
| Your own network, devices or printers | We cannot diagnose or fix equipment we have no access to. |
| Outages at Google, Microsoft or Stripe | Sign-in and payments depend on these providers. We will confirm the cause and keep you updated, but the fix is theirs. |
| Requests for new capability | Feature requests are welcome and we respond to them, but they are not faults and carry no delivery commitment. |
| Data entered incorrectly | We will help you correct it, and the audit trail will show what changed — but the entry itself is not a defect. |
| Use outside the agreed plan limits | Behaviour once a plan's asset, unit or user ceiling is exceeded. |
Service credits are available only where they are written into a signed Enterprise agreement. Standard Essentials, Professional, Business and School subscriptions carry the response and availability commitments in this document, but no automatic financial remedy.
This is stated plainly rather than buried: we would rather set an expectation we keep than advertise a credit scheme we have not built.
We may update this document as the service develops. Where a change reduces a commitment, we will give at least 30 days' notice by email to your organisation's billing contact before it takes effect. The version number at the top of this page always identifies the current agreement.
This agreement should be read alongside our Terms of Service and Privacy Policy.