Help centre
Answers before you have to ask.
The questions we get most often, answered plainly. Customers with an account also get onboarding from the team.
Getting started
What do I get in the free trial?
Full platform access for 7 days with no credit card: AI-powered creation of work instructions, 200+ languages, a team workspace, version control, QR export and usage analytics. Afterwards the Free tier keeps 2 users and 3 active process templates.
Which devices does Dropslab Sense run on?
Android and iOS tablets and smartphones, plus five supported smart-glass models including RealWear. Procedures run offline and sync evidence on the next connection.
How do I turn an existing PDF into a procedure?
Upload the PDF (or Word, MP4, images) in Dropslab Core. The AI generator proposes steps, tools and safety notes; you review, adjust and publish. Translation into other languages happens from that single source.
Licensing and billing
How is pricing structured?
Four tiers (Free, Operate, Analyze, Automate) per user per year, plus Enterprise from 20 users. Monthly billing is available at +20%. See the pricing page for what each tier includes.
Is ERP or MES integration included?
Technical connectivity is part of the Automate tier. The initial integration project (setup, mapping, testing) is a separate service.
What is a pilot and is it credited?
A 4–10 week project that captures the current state, implements one process and measures the value created. The pilot fee is fully credited toward a licence bought within 6 months.
Hosting, data and security
Where is my data hosted?
In Germany on Hetzner, within the EU. On-premise and edge deployments are available for plants that keep data local.
Do you train AI models on my data for others?
No. Models are trained per customer, never reused, and delivered to you as your property.
Which certifications do you hold?
ISO 27001 and SOC 2 are in preparation for Q4 2026; TISAX is planned. Hosting runs in ISO 27001-certified data centres. The trust page lists exactly what is in place today.
Can we sign a DPA?
Yes, a data processing agreement is available on request; Hetzner is the only sub-processor.
Support
How do I contact support?
Standard support is included from the Operate tier; Enterprise adds a dedicated account manager and 24/7 options. Write to hello@dropslab.com or use the contact form.
How do I report a security issue?
Email security@dropslab.com with enough detail to reproduce. We acknowledge every report and keep you informed while we fix it.
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