Support Policy

This document describes how DOVA Manufacturing ("DOVA") provides support to customers on any plan, including how we prioritize issues, target response times, and what qualifies as a covered issue.

How to reach support

Email contact@dovamfg.com from the email address associated with your DOVA account. For enterprise customers with a dedicated Slack or phone channel, use that channel for faster routing.

Severity levels

We prioritize issues by how much they block your ability to use DOVA:

• P1 — Critical. Production tracking is down for all users, data is being lost, or a security issue is actively exploitable.
• P2 — High. A major feature (dashboard, work orders, schedule import) is unusable, or a workaround is required for many users.
• P3 — Normal. A feature does not work as expected but a workaround exists, or a single user is affected.
• P4 — Low. Cosmetic issue, documentation gap, or feature request.

Target response times

These are targets, not contractual guarantees, unless a separate Enterprise agreement is in place. Response means we acknowledge the ticket with a human reply; resolution times vary by complexity.

• P1 (Critical): Within 2 hours during business hours, 4 hours otherwise.
• P2 (High): Within 1 business day.
• P3 (Normal): Within 2 business days.
• P4 (Low): Within 5 business days.

Business hours

Monday to Friday, 9am–6pm Eastern Time (Toronto), excluding Canadian and US federal holidays. Enterprise customers with 24/7 support terms follow the schedule in their signed agreement.

Uptime

DOVA is a pre-launch product. We do not yet offer a contractual uptime SLA on self-serve plans. For enterprise customers, a 99.9% monthly uptime commitment with service credits is available under a signed Enterprise Agreement.

What support covers

• Bugs, errors, or unexpected behavior inside DOVA.
• Account issues (invites, permissions, password resets).
• Data import help with supported file formats.
• Guidance on configuring locations, departments, users, and reason codes.
• Clarifying how DOVA calculates OEE, availability, performance, and quality.

What support does not cover

• Custom integrations outside our published connectors (these are scoped separately).
• Consulting on manufacturing process design unrelated to DOVA.
• Issues caused by modifications to the service that we did not authorize.
• Connectivity issues between your plant and the internet.

Changes to this policy

We may update this policy. The date at the top reflects the most recent change. Enterprise agreements override this policy where they differ.