Support and availability
This document says what support you get, and what we do and do not promise about the service being available. It forms part of your agreement with Pocket Docket Ltd (company number NI742827, registered office 137 York Road, Belfast, BT15 3GZ).
We have written it plainly, including the parts that are not flattering to us.
1. The headline
There is no service level agreement. There is no uptime commitment. There are no service credits.
We are saying that out loud rather than leaving it out and hoping you do not notice.
The reason is simple. Pocket Docket is a young company selling a £24-a-month product. A meaningful uptime promise is a promise to pay when it is broken, and a company our size cannot underwrite that. We would rather tell you the truth and price accordingly than publish a 99.9% figure we could not stand behind, and then bury the get-outs.
What follows is what we actually do.
2. What support is
Email support, at support@pocketdocket.co.uk. That is the channel. You can reply to any email we have sent you and it reaches the same place.
There is no phone line. If a problem needs a call we will arrange one — a real conversation beats twelve emails and we will suggest it before you have to ask.
3. Response targets
These are targets, not commitments. They describe what we aim for and what usually happens. They are not a contractual undertaking, nothing turns on missing one, and there are no credits or refunds attached to them.
| What it is | What we aim for |
|---|---|
| Something is broken for everyone — the service is down, no dashboards are loading | We are already on it. First update within 2 hours during hours, and we will not wait for you to tell us |
| Something is broken for you — your dashboard will not load, your Xero sync has stopped, billing has gone wrong | First reply within 1 working day |
| Something is wrong but you can still work — a figure looks off, a feature is behaving oddly | First reply within 2 working days |
| A question, or a request for a change | First reply within 3 working days |
A first reply means a human has read it and told you what is happening. It does not mean the problem is fixed — some things take longer, and if yours is one of them we will tell you that rather than go quiet.
4. Hours
Monday to Friday, 9am to 5.30pm UK time, excluding bank holidays in Northern Ireland.
Outside those hours we are usually still reading email, and a serious outage will get attention whenever it happens. Do not rely on that — it is goodwill, not a rota.
We will email you about holiday closures in advance. We would rather warn you than have you wonder.
5. What support covers
- getting you set up and connected to Xero;
- anything that is not working — sync failures, dashboards not loading, links not working, device binding problems;
- resetting a device binding, reissuing a link, changing who has access;
- billing, invoices, changing or cancelling your subscription;
- explaining how the product works — what a figure on the dashboard is measuring, where a number came from, why a panel is showing what it is showing;
- taking a bug report or a feature request, and telling you honestly whether we are likely to do it;
- getting your data out, and deleting it when you ask.
6. What support is not
We do not give accountancy, tax or financial advice. Not by email, not on a call, not through Kipp, not ever.
This is a hard line and it is not a disclaimer we have bolted on. We can tell you that a figure on your dashboard is your aged debtors over 90 days and how it was calculated. We cannot tell you whether to chase a particular customer, what to do about your VAT position, whether to take the dividend, how to treat something in your accounts, or whether your business can afford something.
Every substantive financial question goes to your own accountant. If you ask us one, that is what we will say — politely, and without pretending it is a limitation of the software. If you do not have an accountant, we will tell you that you need one.
Support also does not cover:
- problems inside Xero itself, or with your Xero subscription — those go to Xero;
- your bank, your card issuer, or your own IT;
- bookkeeping. If the data in Xero is wrong, the dashboard will be wrong, and we cannot fix that from our end;
- training your staff, beyond showing you how the product works;
- custom development or bespoke reports.
7. What we do commit to
Not a service level. These:
- Best efforts to keep it running. We monitor the service, we check it every morning, and we act on failures rather than waiting for you to notice.
- We will tell you when something is wrong. If the service is down or your sync has been failing, you hear it from us. We will not sit on it hoping it resolves. A customer discovering an outage themselves is a failure on our part even when the outage is not our fault.
- Status during an incident. While something is broken we will tell you what has happened, what we are doing, and when we will next update you — and then actually update you at that time, even if the update is "still working on it".
- Notice of planned maintenance where practicable. Most changes go out without any interruption. Where we expect a service to be unavailable, we will give you notice by email, and we will schedule it outside working hours where we can. Urgent security work is the exception and may go out immediately.
- An honest post-mortem for anything serious. If something significant broke, we will tell you what happened and what we changed. Not a corporate paragraph — what actually went wrong.
- We will tell you if we are going to stop. A young company can fail. If Pocket Docket were ever to wind down, you would get notice and a full export of your data, not a switched-off login page.
8. What we depend on
Pocket Docket is built on other people's infrastructure, and when they fail, we fail.
- Xero. If Xero's API is down, slow, or rate-limiting us, your data does not refresh. Your dashboard will still show the last successful snapshot, and we will show you when it was taken so you are never looking at stale figures believing they are current. If you disconnect Pocket Docket inside Xero, or your Xero subscription lapses, the service stops working and we cannot restore it from our end.
- Vercel, who host the application, and Supabase, who host the database. An outage at either takes the service down.
- Anthropic, who run the model behind Kipp. If they are down or slow, Kipp will not answer or will be sluggish. Your dashboards keep working — the figures are computed by our own software, not by the model, so an AI outage costs you the commentary and nothing else. That separation is deliberate.
- Stripe, for payments, and Resend, for email.
We have no control over any of them and no ability to fix them. What we will do is tell you which one it is and what they say, rather than leaving you guessing.
9. How we tell you about incidents
- Email, to your registered address, for anything affecting you.
- In the product, a banner for anything ongoing.
We do not yet run a public status page. When we do, it will be listed here.
If you are seeing something we have not mentioned anywhere, assume we do not know about it and tell us.
10. Your Xero is the record. This is not.
This matters more than anything else in this document.
Pocket Docket is a management-information tool. It reads your accounting data and presents it back to you in a form you can act on. It is a window onto your books.
It is not your accounting record. Your Xero organisation is. Your statutory records are the ones in Xero and with your accountant, and they are what your filings, your tax and your audit are built from. We do not write to Xero, we do not file anything with HMRC, and nothing you do in Pocket Docket changes your accounts.
So:
- do not rely on a Pocket Docket figure for anything formal. For a filing, a funding application, a valuation or a legal document, take the number from Xero and have your accountant confirm it;
- check the timestamp. Every dashboard shows when the data was last synced. If that time is old, the figures are old;
- if a figure looks wrong, it may be right. The commonest cause of a surprising dashboard figure is something in the underlying bookkeeping, not a bug in our software. Tell us anyway — we will trace it back and tell you which it is;
- Kipp's commentary is a starting point for a conversation with your accountant, not a conclusion. Everything it drafts is a draft until you approve it.
If Pocket Docket disappeared tomorrow, your books would be intact and unaffected. That is by design, and it is the honest answer to "what happens if you go under".
11. Changes
We may change this document. Where a change materially reduces what we provide, we will tell you by email before it takes effect.
If we ever do offer a service level agreement — with real numbers and real credits behind it — it will be a separate, signed document, and it will not appear quietly in a revision of this page.
Pocket Docket Ltd · registered in Northern Ireland, company number NI742827 · registered office 137 York Road, Belfast, BT15 3GZ · support@pocketdocket.co.uk
Version 1.0 · in force from 21 August 2026
© 2026 Pocket Docket Ltd · Registered in Northern Ireland, company number NI742827 · Registered office: 137 York Road, Belfast, BT15 3GZ · ICO registration ZC223982