Support FAQ
Honest answers for the skeptical buyer.
Getting started
How long does onboarding take?
30 minutes for the basics — sign up, add a couple assets, log a first hour reading. The CSV import for your existing fleet roster takes another hour or two depending on data quality. We help during the trial.
Do you import from Fleetio / Samsara / a spreadsheet?
Yes — bring CSV / XLSX of assets, drivers, and historical service. Reply to the trial-welcome email with your file; we'll help with column mapping.
Is there a credit card required to start?
No. The 30-day trial starts with email + password. Add billing at trial end (or cancel and walk away).
Positioning + fit
Why not Fleetio or Samsara?
DirtFleet is a focused fit, not a full TMS. Use it when you need honest daily hours + PM discipline for a 10–50 asset construction fleet, and competitors feel like too much. See the side-by-side before you decide.
What if my fleet has more than 150 assets?
Standard plans cover unlimited assets under fair use. The product is purpose-built for the 10–50 asset middle ground. At 150+ a fleet usually has dedicated dispatch / TMS needs that DirtFleet doesn't try to cover — talk to support first so we can be honest about fit.
Is this an ELD or HOS-compliant system?
No — explicitly. DirtFleet handles maintenance records, hours, PM, and asset tracking. It is NOT FMCSA-certified ELD / HOS. If that's your first need, use a dedicated ELD vendor.
Operational
How does offline hour logging actually work?
The PWA caches the app shell so screens still open in dead zones. Hour (and meter photo) logs queue on the device when there's no signal, then upload when connectivity returns. Flags, repairs, and most other writes still need a connection today. Full write-up here.
What if the hour meter is broken or missing?
Two fallbacks: (1) snap a photo of the meter / dashboard and DirtFleet's OCR pulls the reading; (2) enter the value manually. Either is logged with the same timestamp + operator attribution. Broken meters auto-flag for the mechanic queue.
What about photo storage costs?
Photos are stored on standard plans without a per-photo charge. Fair-use applies (no archival dump of multi-GB videos), but a typical fleet's daily meter shots are well inside the bucket.
Pricing + billing
How is flat fleet pricing calculated?
Standard plans start at $99/month and are capped at $299/month for the organization under fair use ($990–$2,990/year on annual prepay) — $5 per asset past the first 5 and $19 per block of 50 tools past the first 50, as described on /pricing. Attachments ride with a parent asset, and kit contents and consumables never meter. Drivers and seats never add a line item.
What if my fleet grows mid-cycle?
On flat-org subscription, your bill stays flat until you cross our fair-use threshold (we communicate before any change). Growth alone does not trigger a surprise per-seat or per-asset charge on standard plans.
Annual vs monthly — which is right?
Annual prepay charges 10 months for 12, so it is better value if you know you're in. Month-to-month is right when you want flexibility or you're still testing the fit. Same band, same features either way.
Can I pause for the off-season?
Yes. Email support with the date range; we pause the subscription and your data stays read-only-accessible. Resume by emailing back.
Can I cancel any time?
Yes. Cancel from /settings or by emailing support@dirtfleet.app. No long-term contract on the monthly plan.
Data + privacy
Can I export everything?
Yes. /api/export/org-archive emits a full JSON dump of every member, asset, log, flag, work order, project, incident, certification. CSV exports for the per-table needs (assets, hours, service rollup, OSHA 300, certified payroll). Read the no-lock-in blog post for the complete list.
If I leave, can I take my data?
Yes. Hours, repairs, PM history, photos — all exportable as CSV from /settings, plus the full org-archive JSON endpoint above. The full policy is in No data lock-in.
Where does my data live?
Your org's Postgres rows are in our managed Postgres instance (US-East today; EU + APAC are roadmap). Photos / documents live either in Postgres BYTEA or your-choice S3/R2 bucket via PHOTO_STORAGE_BACKEND.
Is data tenant-isolated?
Yes — every query is scoped by organizationId at the DB layer. Cross-tenant access fails loudly via FK + unique constraints, not just convention.
GDPR / CCPA compliance?
Org admin can export the full archive (above) for any user; user-level deletion is a self-service flow (lib/user-delete). Consent ledger captures every grant/revoke. We never sell your data.
Integrations
Do you integrate with Samsara / Geotab / John Deere?
John Deere Operations Center + Komatsu KOMTRAX + AEMP-generic for ~30 OEMs are LIVE. Samsara is SCAFFOLDED (adapter ready; activates with API token). Geotab + Verizon + Motive are roadmap. See /integrations/directory for the honest matrix.
Public API?
Yes. API keys with named scopes, signed outbound webhooks (HMAC-SHA256 + retry), /api/v1/assets shipped today; more endpoints land per integrator demand. See /docs/api.
QuickBooks Online?
OAuth helpers are committed (lib/integrations/quickbooks). Live wiring activates with the first paying customer's OAuth flow. Today, export CSV and import into QBO.
Hardware
Do I need DirtFleet's tracker?
No. The PWA works on any modern phone or tablet. The diagnostic-port tracker is optional — pre-order if you want auto-meter-pulls without the driver having to log manually.
When does the tracker ship?
Mid-2027. Pre-order today (no charge) at /hardware/order to lock in build-slot priority and pricing.
Reliability + security
Uptime?
Live status at /status — web, database, webhooks, email, photo storage. Recent platform incidents listed publicly. SLAs negotiated commercially on Professional + Enterprise plans.
Backups?
Continuous WAL streaming + daily snapshots + 30-day PITR window. Full runbook at docs/BACKUP_DR.md.
What about SSO / SAML?
WorkOS scaffolding is in (lib/integrations/workos). The full hybrid plan ships with the first enterprise SSO customer's contract.
Need to reach a person? /support — we respond within one business day.