Contact Support
DubLedger provides multiple support channels to ensure you get the help you need, when you need it.
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Support Channels
In-App Help Widget
- Click the Help button (floating button in the bottom right corner of the app).
- Access quick guides and FAQs.
- Search for answers by keyword.
- Submit a support ticket directly from the app.
- Attach screenshots and files.
- Track ticket status in real-time.
- Best for: Quick questions, how-to guides, feature requests.
Email Support
- General Support: support@dubledger.com
- Billing: billing@dubledger.com
- Security: security@dubledger.com
- Compliance: compliance@dubledger.com
- Integrations: integrations@dubledger.com
- Include in your email: your store name and account email, detailed description of the issue, steps to reproduce (if applicable), screenshots or error messages (if applicable), date and time the issue occurred.
- Response time: Under 1 hour for critical issues, 4 hours for non-critical.
Phone Support
- Support Line: Available during business hours (9 AM - 6 PM Pacific, Monday-Friday).
- Emergency Line: Available 24/7 for critical issues (POS down, compliance emergency).
- Account Management: For billing, contract, and high-level account questions.
- Have ready when you call: your store name and account email, a brief description of the issue, any error messages or codes, recent changes to your system or settings.
Live Chat
- Available on dubledger.com and in the app during business hours.
- Chat with a support agent in real-time.
- Best for: Quick questions, troubleshooting, feature requests.
- Average response time: Under 2 minutes.
Knowledge Base
- Visit docs.dubledger.com.
- Search articles by keyword or category.
- Browse by topic: Getting Started, POS, Inventory, Compliance, Delivery, etc.
- Includes step-by-step guides, screenshots, and videos.
- Updated regularly with new content.
- Best for: Self-service learning, reference, how-to guides.
Community Forum
- Join the DubLedger user community.
- Ask questions and share tips with other dispensary operators.
- Get advice from experienced users.
- Share feature requests and feedback.
- Best for: Community support, best practices, networking.
Video Tutorials
- Visit youtube.com/dubledger.
- Watch step-by-step video guides.
- Learn new features and best practices.
- Subscribe for notifications of new videos.
- Best for: Visual learners, new employees, training.
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Support Hours
Standard Support
- Monday-Friday: 9 AM - 6 PM Pacific Time.
- Response time: Under 4 hours.
- Channels: Email, chat, in-app.
Extended Support
- Monday-Friday: 6 PM - 9 PM Pacific Time.
- Saturday-Sunday: 10 AM - 4 PM Pacific Time.
- Response time: Under 8 hours.
- Channels: Email, chat.
Emergency Support
- 24/7/365.
- Response time: Under 1 hour.
- Channels: Phone, email.
- For: POS down, compliance emergency, security incident, data breach.
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Severity Levels
Critical (P1)
- POS completely down and cannot process sales.
- Compliance emergency (e.g., METRC sync failure during inspection).
- Security incident (e.g., unauthorized access, data breach).
- Data loss or corruption.
- Response time: Under 1 hour.
- Resolution target: Under 4 hours.
High (P2)
- Major feature not working (e.g., inventory sync, payment processing).
- Performance severely degraded (e.g., POS takes 30+ seconds per transaction).
- Significant data discrepancy (e.g., inventory count is wrong by 20%+).
- Response time: Under 4 hours.
- Resolution target: Under 24 hours.
Medium (P3)
- Minor feature not working (e.g., a specific report won't generate).
- Performance slightly degraded (e.g., POS takes 5-10 seconds per transaction).
- User interface issue (e.g., button not aligned, text cut off).
- Response time: Under 8 hours.
- Resolution target: Under 48 hours.
Low (P4)
- Feature request or enhancement suggestion.
- Documentation clarification.
- General question or how-to guide.
- Response time: Under 24 hours.
- Resolution target: Under 1 week.
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Before Contacting Support
Check the Status Page
- Visit status.dubledger.com.
- Check if there's a known system outage.
- Check if there's scheduled maintenance.
- Subscribe to updates for real-time notifications.
Search the Knowledge Base
- Visit docs.dubledger.com.
- Search for your issue using keywords.
- Browse the troubleshooting section.
- Many issues have quick solutions documented.
Try These Quick Fixes
- Refresh the page (F5 or Ctrl+R).
- Clear browser cache and cookies.
- Try a different browser (Chrome, Safari, Edge).
- Check your internet connection.
- Log out and log back in.
- Restart your device.
Gather Information
- Store name and account email.
- Detailed description of the issue.
- Steps to reproduce the issue.
- Screenshots or error messages.
- Date and time the issue occurred.
- Browser and device information.
- Any recent changes to your system or settings.
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What to Expect
Ticket Creation → When you submit a support request, you receive a ticket number. You can track the ticket status in the app or via email. Updates are sent to you as the ticket progresses. You can reply to the ticket with additional information.
Investigation → Support team reviews your request and gathers information. They may ask clarifying questions or request additional details. They may replicate the issue in a test environment. They may check system logs and error reports.
Resolution → Support team provides a solution or workaround. If a bug is found, they create an internal issue for the engineering team. You receive updates on the fix progress. Once fixed, you receive a notification and the fix is deployed.
Follow-Up → Support team follows up to ensure the issue is resolved. You can provide feedback on the support experience. If the issue recurs, you can reference the original ticket number. Your feedback helps improve the support process.
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Escalation
When to Escalate
- Issue is not resolved within the target resolution time.
- You are not satisfied with the proposed solution.
- The issue is affecting your business significantly.
- You need a higher level of technical expertise.
How to Escalate
- Reply to the support ticket and request escalation.
- Call the support line and ask for a manager.
- Email escalations@dubledger.com with the ticket number.
- Your account manager (for enterprise customers) can escalate on your behalf.
Escalation Process
- Ticket is assigned to a senior support engineer.
- Engineering team may be involved for complex issues.
- Management is notified for critical or high-impact issues.
- You receive regular updates on the escalation status.
- Resolution is prioritized based on business impact.
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Feedback
Rate Your Support Experience
- After a ticket is resolved, you receive a satisfaction survey.
- Rate the support experience from 1-5 stars.
- Provide feedback on what went well and what could be improved.
- Your feedback helps us improve our support quality.
Feature Requests
- Submit feature requests through the in-app help widget.
- Email feature requests to features@dubledger.com.
- Vote on feature requests in the community forum.
- We review all feature requests and prioritize based on customer demand.
Bug Reports
- Report bugs through the in-app help widget.
- Email bug reports to bugs@dubledger.com.
- Include detailed steps to reproduce the bug.
- Include screenshots or screen recordings if possible.
- We investigate all bug reports and prioritize fixes based on impact.
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Training and Onboarding
New User Training
- Schedule a training session with our onboarding team.
- Live webinar or recorded video options available.
- Covers: POS, inventory, compliance, delivery, analytics.
- Customized for your specific setup and state requirements.
- Training materials provided for reference.
Employee Onboarding
- Access training videos and documentation.
- Self-paced learning modules.
- Certification quizzes for each role.
- Manager dashboard to track employee progress.
- Refresher training scheduled automatically.
Advanced Training
- Advanced analytics and reporting.
- Custom integration setup.
- Compliance best practices.
- Multi-location management.
- Security and access control.
- Schedule with your account manager or support team.
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Account Management
Dedicated Account Manager
- Enterprise customers receive a dedicated account manager.
- Regular check-ins and business reviews.
- Strategic planning and roadmap discussions.
- Priority support and escalation handling.
- Custom feature requests and development coordination.
Account Reviews
- Quarterly business reviews (for enterprise customers).
- Review of usage, performance, and ROI.
- Discussion of upcoming features and roadmap.
- Feedback and suggestions for improvement.
- Renewal and expansion planning.