Support
Clear support commitments.
What you can expect from FloorPilot, per situation. No 24/7 promise we can't keep.
General
General questions and pilot requests.
- Response target: within one business day.
- Channel: info@wearefloorpilot.com.
Active pilot
Support during an active pilot or platform agreement.
- Regular support on business days.
- Hours: 09:00–17:00, Europe/Amsterdam time zone.
- Dutch public holidays excluded.
- First response target: within one business day.
- Onboarding and setup as included in the chosen package or proposal.
- During a paid pilot, there is one named FloorPilot point of contact.
During the event
Event-window support.
- Only available when explicitly stated in the signed proposal or agreement.
- Hours, contact channel, severity levels and response targets are agreed per event.
- No standard 24/7 support.
- No guarantee that internet, mobile networks, external SMS providers or third-party devices remain available.
FloorPilot supports the operation but does not replace a radio, emergency or fallback procedure.
Outages and security
What to do for an outage or security report.
Regular outage
Report it through the support channel agreed for your pilot or platform agreement.
Security report
For now, report it via info@wearefloorpilot.com.
More questions? See the FAQ.