Support
Support & Service Levels
DynamoDocs sits between your inbox and your ledger, so when something stops, it stops something that matters. This page states plainly how to reach us, how quickly we answer, and what we do and do not cover.
How to reach us
Email support@uptimizeme.com, or use the contact form. Customers are given a direct channel at onboarding. Support hours are 9:00–17:00 US Central, Monday to Friday, excluding US public holidays.
A report moves fastest when it names the document. Send the document ID or number, roughly when it arrived, what you expected to happen, and what happened instead. Every document carries an append-only history of how it arrived, each status change, and each export attempt with the response it got, so one ID usually tells us more than a description can.
Response targets
These are targets to first human response, not resolution times — promising a resolution time on an issue whose cause may sit inside your ERP would be promising something we do not control. They apply to every customer on every plan.
| Severity | What it means | First response |
|---|---|---|
| P1 — stopped | Documents are not being captured, or nothing is posting to your ERP. The pipeline is down. | 4 business hours, then worked continuously until there is a fix or a workaround |
| P2 — degraded | Work is still flowing but something is wrong: a connector failing intermittently, exports queueing, a document type extracting badly. | 1 business day |
| P3 — questions and changes | Configuration, a new field or validation rule, a mapping change, or how-do-I. | 2 business days |
Contractual SLAs
The targets above are our published commitment and we hold ourselves to them, but they are not service credits. An Enterprise agreement can carry a contractual SLA — priority response, agreed uptime, and credits — negotiated as part of the services agreement, because the meaningful numbers depend on how you are deployed. A self-hosted instance running on your own infrastructure has an availability profile we do not control, and quoting one figure across both would be dishonest.
Why there is no status page
Every customer runs an isolated instance with its own database and credentials. There is no shared service whose health one public page could describe, so an incident affects one customer and we tell that customer directly. A dashboard reading green for everyone else is not information.
What support does not cover
We operate DynamoDocs; we do not operate the systems it connects to. Outages or changes in your ERP, your mailbox provider, your VAN, or a trading partner's environment sit outside support. We will help you diagnose them and tell you exactly what we can see — including the request we sent and the response we got back, which is usually the fastest way to settle where a fault actually lives — but we cannot resolve them on your behalf. Changes to your own ERP configuration are likewise outside support, though they are often in scope for a services engagement.
Security issues
Report a suspected vulnerability to support@uptimizeme.com with “Security” in the subject. We will acknowledge within one business day, and we will not pursue anyone who reports a genuine issue in good faith and gives us a reasonable chance to fix it before disclosing it. See the Security page for how the product is built.
Support FAQ
Common questions
How do I get support, and how fast will you respond?
Email support@uptimizeme.com. Support runs 9:00-17:00 US Central, Monday to Friday, excluding US public holidays. Published response targets are four business hours for a P1 (nothing is being captured, or nothing is posting to your ERP), one business day for a P2 (something is degraded but work is still flowing), and two business days for a P3 (questions, configuration, and change requests). Those are targets to first human response, not resolution times. A P1 is worked continuously until there is a fix or a workaround. Enterprise agreements can carry a contractual SLA with priority response and service credits; the published targets apply to every customer regardless of plan.
Is there a status page?
No, deliberately. Every DynamoDocs customer runs an isolated instance with its own database and credentials, so there is no shared service whose health a single public page could describe. An incident affects one customer, and we notify that customer directly by email rather than expecting them to watch a dashboard that would read green for everyone else.
What is not covered by support?
Outages and changes in systems we connect to rather than operate: your ERP, your mailbox provider, your VAN, and a trading partner's own environment. We will help you diagnose those and will tell you exactly what we can see from our side, including the request we sent and the response we got back, but we cannot resolve them for you. Changes to your own ERP configuration are also outside support, though they are often in scope for a services engagement.