Open a ticket
Best for anything that needs tracking: bugs, access problems, data issues, or deployment questions. You get a reference and a link to follow progress.
Support centre
We are here to
keep you running
Search the documentation, open a tracked ticket, or chat with the team during working hours. Tickets are answered within 24 hours on business days.
Track a ticket
Already raised something? Look it up with your reference number and email address to read replies and add more detail.
Chat with us
Quick questions during 8:00–17:00 WAT, Monday to Friday. We can turn the conversation into a ticket if it needs following up.
Answers people look for most
Before you raise a ticket
Getting started
Loading your geo hierarchy
Import administrative units from country level down to settlement, and attach facilities and di...
Troubleshooting
Sync failed — what to check
A checklist to run through before raising a ticket about records not reaching the server.
Getting started
Creating users in bulk
Upload campaign workforce, assign roles and geography, and generate login credentials.
Field operations
Working offline and syncing
How the mobile app behaves without a network, what the sync indicators mean, and how to resolve...
Field operations
Accepting and rejecting stock
How waybills work, what happens when you reject a consignment, and how end-of-cycle reconciliat...
Support FAQ
Common questions
Our standard target is 24 hours during business hours (Monday to Friday, 8:00–17:00 WAT). Critical tickets — where a live campaign is stopped or data is at risk — are targeted at 4 hours. Response targets apply to clients with an active support agreement; enquiries from others are answered on a best-effort basis.
Use Find my ticket on the support page. Enter your reference number (it looks like SRB-26-XXXXXX) and the email address you used, and we will take you straight back to the thread. If you have lost the reference too, open a new ticket and mention it — we will link them together.
Yes, and please do. Screenshots and log files usually cut the back-and-forth substantially. Accepted formats are PNG, JPG, PDF, CSV, XLSX, TXT, LOG, and ZIP, up to 10 MB per file. You can attach a file to the original ticket and to any reply.
No. Chat is staffed during office hours only. If you start a conversation outside those hours you will get an automatic reply explaining that, and we will pick it up the next business morning — so leave your email address. For anything urgent outside hours, open a ticket rather than using chat, because tickets are triaged by priority.
Campaign periods are treated differently from normal operations. For clients with a support agreement covering an active campaign we agree escalation contacts and response targets in advance, in writing, before the cycle starts. Critical issues during a live campaign are the one case where we expect to be contacted directly rather than through the normal queue.
What to expect
Our response commitments
Critical
4 hours
Campaign is stopped or data is at risk
High
8 hours
A core function is broken for many users
Normal
24 hours
Something is wrong but there is a workaround
Low
3 business days
Questions, requests, and improvements
Targets are first-response times during business hours (Mon–Fri, 8:00–17:00 WAT, Monday to Friday).