How can we help you?

• Owner — full access including billing, account settings, and all data
• Dispatcher — full dispatch, job management, live map, and reporting access; no billing access
• Technician — mobile app only; sees only their own assigned jobs
• Viewer — read-only access to the dashboard and reports (Business/Enterprise plans)

Custom role permissions are available on the Business and Enterprise plans.

By default, technicians in the Agent App can see:

• Their own job schedule and job details
• Client name, address, and job notes
• Custom job form fields you've configured

Technicians cannot see other technicians' jobs, client pricing/quotes, internal dispatcher notes (unless flagged as "shared"), or billing information.

When creating or editing a job, any note marked "Internal only" is visible to dispatchers but hidden from the technician in the app. Notes not marked internal are visible to the assigned technician. You can also disable the pricing/quote field from the technician view in Settings → App Experience → Field Visibility.

Go to Settings → Team Members. Click Invite User, enter their name, email, mobile number, and select their role. They'll receive an SMS and email with login instructions. To remove a user, click the three-dot menu beside their name → Deactivate. Their historical job data is retained.

Two options:

1. Self-service: On the app login screen, tap Forgot Password, enter the registered email or phone number, and follow the SMS/email link.
2. Admin reset: Go to Settings → Team Members, find the technician, click Reset Password. They'll receive a new temporary password via SMS.

Yes — there is no limit on dispatcher accounts. All dispatchers share the same live map view and job board. Actions are timestamped with the dispatcher's name so you always know who made changes. Job assignment conflicts are prevented by the scheduling system.

Click + New Job in the top navigation. Fill in client, job type, scheduled date/time window, and (optionally) assign a technician. Click Save Job. The job appears on the dispatch board instantly and the assigned technician receives a push notification.

From the Live Map: drag a job card from the unassigned queue onto a technician's timeline slot. From the Job Detail page: use the Assign To dropdown. When you reassign a job, the original technician receives a cancellation notification and the new technician receives an assignment notification — client notifications are updated automatically if the job is already En Route.

• Unassigned — created, no technician yet
• Scheduled — technician assigned, time slot set
• En Route — technician taps "En Route" in the app; triggers client ETA SMS
• On Site — auto-triggered by geo-fence arrival, or manual tap in app
• In Progress — technician taps "Start Job" in the app
• Completed — technician taps "Complete"; photos/notes/signature captured; triggers client completion summary
• Cancelled — cancelled by dispatcher or client; reason logged

When creating a job, toggle Recurring and select your frequency: daily, weekly, bi-weekly, or monthly. NVC360 auto-generates future instances on your dispatch calendar. You can edit or cancel individual instances without affecting the whole series. To end a series, open any future instance and select Cancel all future instances.

ETAs are calculated in real time using the technician's current GPS location, the route to the job site, and current traffic data. They update every 30–60 seconds as the technician moves. If you have set a booking window (e.g. "between 10am–12pm"), the booking confirmation shows the window; the live ETA replaces this as soon as the technician marks En Route.

• Confirm the technician's push notifications are enabled: phone Settings → NVC360 → Notifications → Allow
• Confirm the technician is logged into the app
• Check the job is assigned to the correct technician account
• Verify the technician has a data connection
• Try re-sending the notification from the job detail page: More → Resend Push Notification

Open the job and click Add Co-Technician. Designate one as the Primary technician — they own the job status updates. The co-technician can view the job, upload photos, and mark tasks complete, but status changes (En Route, Complete) are controlled by the primary technician.

• Booking Confirmation — sent when a job is created and scheduled
• Day-Before Reminder — sent 24 hours before the appointment
• 2-Hour Reminder — optional; sent 2 hours before the time window
• Technician En Route — sent when tech taps En Route; includes live tracking link and ETA
• Technician Arrived — optional; sent when On Site is triggered
• Job Completion Summary — sent after job is marked Complete; includes work notes and photos
• Review Request — optional; sent 1 hour after completion

Go to Settings → Notifications. Each notification type has an on/off toggle. You can also set per-notification delivery channel (SMS, email, or both) and customise the send timing for reminder notifications.

Go to Settings → Notifications → Templates. Click Edit beside any template. The editor supports free text and merge fields that auto-fill with real job data:

• {client_name} — client's first name
• {tech_name} — assigned technician's name
• {eta_minutes} — live ETA in minutes
• {tracking_link} — live map URL for the client
• {job_date} — scheduled date
• {company_name} — your company name
• {completion_notes} — technician's completion notes

Check in this order:

1. Phone number format — must include country code (e.g. +1 204 555 0100). Check the client record in NVC360.
2. Client opted out — check the client record for an opt-out flag. If present, they replied STOP to a previous message.
3. Carrier filtering — some mobile carriers filter messages from shared short codes. Try the email channel as a fallback.
4. Notification disabled — verify the specific notification type is enabled in Settings → Notifications.
5. Check the log — go to Jobs → [Job] → Activity Log to see whether the notification was sent and any error code.

Yes. Client replies are routed to the dispatcher inbox in your NVC360 portal (Messages tab). Dispatchers can reply from the portal. Replies are not delivered directly to the technician — all client communication is managed by the dispatcher to maintain a consistent client experience.

Clients who reply STOP to any NVC360 SMS are automatically added to your opt-out list and will not receive further messages. To view and manage opt-outs: Settings → Notifications → Opt-out List. Quiet hours (e.g. no messages before 8am or after 8pm) are configured in Settings → Notifications → Delivery Hours.

To send client notification emails from your own domain (e.g. noreply@yourcompany.com), go to Settings → Email → Custom Domain and follow the DNS setup instructions. You'll need to add two records to your domain's DNS: an SPF record and a DKIM TXT record. Our support team can walk you through this — email support@nvc360.com.

• iOS: App Store — search "NVC360"
• Android: Google Play — search "NVC360"

Technicians sign in with the credentials sent in their invite SMS — no separate account creation needed.

• Location — Always Allow (required) — needed for live GPS tracking while the app runs in the background between jobs
• Push Notifications (required) — for receiving new job assignments and updates
• Camera (required) — for taking and uploading job photos
• Photo Library (optional) — to attach existing photos from the camera roll

Without Location Always Allow, the dispatcher will not see the technician's position on the live map.

• Today's job list with client name, address, time window, and job notes
• Job details — instructions, attachments, and custom form fields
• One-tap navigation — launches Google Maps or Apple Maps to the job address
• Status buttons — En Route / On Site / In Progress / Completed
• Photo capture — attach before/after photos directly from the camera
• Digital job form — custom fields configured by the dispatcher (e.g. serial numbers, checklist, signature)

The app has partial offline support. Technicians can view their scheduled jobs and job details without an internet connection. Status updates and photo uploads queue locally and sync automatically when connectivity returns. Live GPS tracking requires an active data connection — the dispatcher will see the technician's last known location if offline.

1. Go to iPhone Settings → NVC360 → Notifications
2. Ensure Allow Notifications is on
3. Check Alerts, Sounds, and Badges are enabled
4. If the issue persists, go to Settings → General → Background App Refresh and ensure NVC360 is enabled
5. Still not working? Log out of the app, force-close it, re-open, and log back in. This re-registers the device push token.

1. Go to Settings → Apps → NVC360 → Notifications — ensure notifications are enabled
2. Check Battery settings: Settings → Apps → NVC360 → Battery → set to Unrestricted
3. If using a Samsung, Huawei, or Xiaomi device, check manufacturer-specific battery optimisation — these devices aggressively kill background apps. Add NVC360 to the "Protected apps" or "Don't optimise" list.
4. Log out and back in to refresh the push token.

Updates are delivered through the App Store (iOS) or Google Play (Android) automatically if auto-update is enabled. To update manually: open the App Store or Play Store, search NVC360, and tap Update. We recommend keeping the app updated — new releases include bug fixes and performance improvements. Your dispatcher portal will show a notice if a minimum required app version is not met.

NVC360 uses the device's native GPS (no additional hardware required) to send the technician's location to the dispatcher portal and the client-facing tracking page. Location is sampled every 30–60 seconds while the Agent App is running (foreground or background). The tracking link sent to clients updates in real time with the same data.

Work through this checklist:

1. Location permission — must be set to "Always", not "While Using". Check: phone Settings → NVC360 → Location.
2. Background app refresh — iOS: Settings → General → Background App Refresh → NVC360 must be ON. Android: see battery optimisation note below.
3. Battery optimisation — Android devices (especially Samsung/Huawei/Xiaomi) kill background processes to save battery. Go to Settings → Battery → NVC360 → set to Unrestricted.
4. Data connection — GPS works offline but location uploads require data. Confirm the technician has signal or Wi-Fi.
5. App version — ensure the technician is running the latest version of the Agent App.

In normal outdoor conditions, accuracy is within 5–15 metres. Accuracy can be reduced by:

• Indoor locations (GPS signal blocked by buildings)
• Dense urban canyons
• Low device battery (<20% — OS may throttle GPS to save power)
• Poor cellular signal

The map shows the last known location with a timestamp so dispatchers always know when the position was last updated.

What: GPS location (latitude/longitude), movement timestamps, and job status changes.

When: Location is only tracked while the Agent App is active (open or running in the background). Tracking stops when the technician logs out or ends their shift.

Who can see it: Dispatchers and Owners only. Technicians cannot see each other's location. Clients see only the live tracking link for their specific job — not the technician's full route history.

Technicians cannot disable location tracking from within the app — it's required for the platform to function. However, tracking is only active when they are logged in. When they log out at the end of their shift, no location data is collected. If a technician has concerns about privacy, we recommend reviewing the NVC360 Privacy Policy with them, which details data retention and usage.

• QuickBooks Online — sync completed jobs as invoices; two-way client sync
• Stripe — collect payment from clients at job completion via the app
• Zapier — connect NVC360 to 5,000+ apps with no-code automations
• Google Calendar — two-way sync of scheduled jobs
• REST API — full API access for custom integrations with CRM, payroll, ERP, or custom tools

Integrations are being added regularly. Submit a request via Dashboard → Feature Requests.

Go to Settings → Integrations → QuickBooks Online → click Connect. You'll be redirected to Intuit's authorisation page. Sign in with your QuickBooks credentials and approve access. NVC360 will then sync your existing clients and create invoices automatically when jobs are marked complete. Full sync setup guide: contact support.

• Source of truth for jobs: NVC360 — job data flows to QuickBooks, not the reverse
• Source of truth for clients: Configurable — you can set either system as primary
• Sync frequency: Real time on job completion; full re-sync available manually
• Duplicates: NVC360 matches clients by email address to prevent duplicates. If a match is not found, a new QuickBooks customer is created.

API documentation is available at api.nvc360.com/docs. To get your API key: Settings → API → Generate Key. The API supports job creation, technician management, client records, status webhooks, and reporting endpoints. Rate limits and authentication details are in the docs.

Go to Settings → Integrations → [Integration Name] → Sync Log. Each sync attempt is logged with a timestamp, result (success/fail), and an error message. Common causes:

• Authentication expired — re-authorise the integration (common with QuickBooks after 60 days)
• Missing required field — e.g. a client record missing an email address
• Mapping error — a job type in NVC360 has no matching service item in QuickBooks — go to Settings → Integrations → Field Mapping to fix

NVC360 is currently in Beta Access. Early adopters who request access now receive preferred pricing locked in for the lifetime of their account. Full pricing tiers (Starter, Growth, Business, Enterprise) will be published at general availability. Request beta access to discuss your team size and requirements.

Billing is based on active technician seats per month. A technician is "active" if they completed at least one job in the billing period. Dispatcher and Owner accounts are not counted against your seat total. Volume discounts apply at 10, 25, and 50+ seats.

Yes. Beta access includes a full-featured trial with no credit card required. All features — live tracking, client notifications, unlimited jobs — are available during the trial. Our onboarding team will contact you before the trial ends to discuss transition to a paid plan.

Go to Settings → Billing → Payment Method → Update. All payment data is processed by Stripe — NVC360 never stores card details. Accepted methods: Visa, Mastercard, Amex, and ACH bank transfer (US/Canada).

NVC360 is a Canadian company (Winnipeg, MB). GST/HST is applied to subscriptions for Canadian accounts based on your province. Your tax registration number can be added to your billing profile (Settings → Billing → Tax Info) and will appear on all invoices. RST (Manitoba retail sales tax) does not apply to SaaS subscriptions.

Go to Settings → Billing → Cancel Plan. Your account stays active until the end of your current billing period. After cancellation, your data is retained for 90 days and can be exported via Settings → Export Data (CSV/JSON). After 90 days, data is permanently deleted per our retention policy.

• Technician Utilisation — jobs per tech, hours on site, drive time
• On-Time Arrival — % of jobs where tech arrived within the scheduled window
• Response Time — average time from job creation to first dispatch
• Job Duration — average time on site by job type
• Client Notification Delivery — SMS/email send rates, open rates, opt-outs
• Job Status Summary — jobs by status across any date range
• Revenue Summary — if QuickBooks integration is connected

Go to Reports → Export. Select your date range, data type (jobs, clients, technicians, notifications), and format (CSV or JSON). Large exports are processed in the background — you'll receive an email with a download link when ready. API-based exports are also available for custom reporting pipelines.

• Active Jobs Today — jobs with status Scheduled, En Route, On Site, or In Progress
• On-Time Rate — % of today's completed jobs where arrival was within the booked window
• Avg ETA Accuracy — difference between predicted and actual arrival time (lower is better)
• Techs On Shift — technicians with at least one active or completed job today
• Client NPS — average score from post-job review requests (if enabled)

NVC360 clients typically see:

• 20% reduction in field labour costs — through optimised routing and less idle time
• Reduction in inbound "where is my tech?" calls — typically 60–80% drop after enabling live tracking notifications
• Faster job completion — digital forms replace paper; no re-keying data

Use the Reports → ROI Summary dashboard to see your personalised metrics versus your pre-NVC360 baseline. Enter your hourly labour rate and pre-NVC360 job metrics in Settings → ROI Baseline to enable this view.

• Contact Form — use the "Contact Us" form in the "Still Need Help?" section below. Your message is sent directly to our Slack support channel for fast response. Under 4-minute average first response during business hours, Mon–Fri 9am–5pm CST.
• Email — support@nvc360.com. Responses within 4 business hours for standard issues.
• Book a call — schedule a call for complex issues. Book here.

See the full SLA table in the "Still Need Help?" section below. In summary: P1 critical issues (platform down) are responded to 24/7. P2 major issues are responded to within 2 business hours. P3 standard questions within 4 business hours. All times are CST.

Email support@nvc360.com with:

• Your account name and the affected user's email
• Steps to reproduce the issue
• What you expected to happen vs. what actually happened
• Screenshots or a screen recording if possible
• Your device/browser (for app bugs: iOS/Android version + app version)

You can also submit bugs directly from the dashboard: ? Help → Report a Bug.

Go to Dashboard → ? Help → Feature Request. Describe the feature, the problem it solves for your team, and how often you'd use it. The product team reviews all requests weekly. Popular requests are added to the public roadmap. You'll be notified by email when a requested feature ships.

Yes. Real-time platform status and incident history are available at status.nvc360.com. Subscribe to email or SMS alerts to be notified automatically of any incidents or scheduled maintenance.