Everything you want to know about Service Suite
From first contact to daily use, invoicing and cancellation. Search below, or browse by topic.
General
What is Digitalnatie Service Suite?
Field service software for service companies: you plan interventions, direct technicians through a mobile app, track customer installations and stock, and turn completed work straight into reports and invoices — all on one platform.
Which companies is it built for?
Belgian service, maintenance and installation companies: heating and HVAC, electrical, plumbing, facility and maintenance, repairs and breakdown work. In short, any company managing technicians, planning, stock and invoicing.
Is this an ERP, a CRM or a field service platform?
The starting point is field service: planning, interventions and technicians. Around that sit the modules a service company needs, including CRM, customer files, stock, projects and invoicing. Which modules you get depends on the plan you choose.
Which languages are supported?
The platform, the documentation and support are available in Dutch, French and English.
Does it work for a small team as well as a large one?
Yes. A subscription has a minimum of two users and you pay per user per month, so you can start small. Users can be added at any time and are charged pro rata from the moment they are activated.
Plans and pricing
Which plans are available?
Three: Basic, Pro and Enterprise. Basic covers the complete daily service operation, Pro adds the commercial and intelligent modules, and Enterprise is always quoted individually.
How is the price calculated?
Per user per month, with a minimum of two users per subscription. Add-ons are charged per company per month, not per user. Current amounts are always on the pricing page.
Is there a minimum number of users?
Yes, two users per subscription.
Do prices include VAT?
No. All prices are stated in euro and exclusive of VAT and of any other duties or taxes.
Are onboarding, configuration, migration and training included?
No. Onboarding, data migration, configuration work and training are separate services. They are quoted for your specific situation and are not included in the subscription price. There is no fixed setup fee.
Can I change plan?
Yes. An upgrade to a higher plan takes effect immediately and is charged pro rata. A downgrade takes effect at the start of the next subscription period.
Is there an annual subscription?
Yes. You choose between monthly and annual billing; on annual billing the price per user is lower. The difference is shown directly in the configurator.
Can I request a custom quotation?
Yes. Enterprise is always quoted individually, and you can also request a proposal for Basic or Pro if your situation falls outside the standard.
Demo, quotation and contract
How do I book a demo?
Through the contact form on this site. You can also open the public demo environment straight away and look around yourself, with no account and nothing to install.
What information do you need for a proposal?
Your company name and contact details, your sector, and a sense of the size of your team. The more concrete your situation, the more precise the proposal.
Which documents together form the agreement?
The terms and conditions together with the accepted quotation or order. The privacy policy forms part of it.
Does a signed quotation override the terms and conditions?
Where a separate written agreement is signed, that agreement prevails on any point where the two differ. On every other point, the terms and conditions continue to apply.
Is a data processing agreement (DPA) available?
Yes. A data processing agreement covering the controller and processor roles is available to every customer on request via [email protected].
Is an SLA available?
The terms and conditions do not in themselves guarantee a specific service level. A guaranteed service level, with the corresponding commitments, can be agreed separately in writing.
Subscription and renewal
How long does a subscription run?
It starts on the agreed start date and renews automatically for successive periods of the same length, unless agreed otherwise.
Does the subscription renew automatically?
Yes, for successive periods of the same length. Either party can prevent that renewal by giving written notice at least 30 days before the end of the current period.
What is the notice period?
At least 30 days before the end of the current subscription period, in writing.
Can I add users during the subscription?
Yes, at any time. They are charged pro rata from the moment they are activated. A reduction in the number of users takes effect at the start of the next subscription period.
Can Digitalnatie change prices?
Once per calendar year, with at least 60 days' written notice. If the increase exceeds the Belgian consumer price index over the same period, you may terminate the subscription with effect from the date of the increase, in writing, within 30 days of the notification.
What happens if an invoice goes unpaid?
If an invoice remains unpaid after a written reminder and a reasonable period to remedy, access to the platform may be suspended. Suspension does not release you from the payment obligation; access is restored once payment has been received.
Cancellation and offboarding
How do I cancel?
In writing, at least 30 days before the end of the current subscription period. The subscription then ends at the close of that period.
Can I stop immediately?
An ordinary cancellation takes effect at the end of the current period. Immediate termination is provided for where the other party fails to remedy a material breach within 30 days of a written notice, or in the event of bankruptcy, judicial reorganisation or cessation of activities.
What happens to my users' access?
Access ends on the last day of the paid period. Amounts already invoiced remain due; the current period is not refunded, unless the termination is caused by an attributable failure on our side.
How long can I still export my data?
For 30 days after the contract ends. It is your responsibility to export whatever you want to keep within that window.
When is my data deleted?
After the 30-day export window, customer data is deleted within a further 90 days. Residual copies may persist for a short additional period before they are permanently erased in the ordinary course of our deletion cycle.
Which records must legally be retained?
Invoices and accounting records are kept for 10 years, in line with the applicable Belgian tax and accounting retention obligations. That obligation is independent of your cancellation.
Onboarding and implementation
What happens after signature?
Onboarding starts: your environment is created and configured, your users and roles are set up, and your base data is put in place. The documentation includes an onboarding checklist that walks the steps in order.
What company information is needed to start?
Your company and billing details, the users who need access with their role, and the base data you want to work with: customers, locations, installations, products and parts.
How are users created?
Your administrator creates users in your own environment and assigns their role and permissions. During onboarding we do that together with you.
Can I start with one team or one branch?
Yes. You pay per user per month from two users upward, and you add users as you expand. They are charged pro rata from the moment they are activated.
Is there a test environment?
A separate sandbox environment is available as an Enterprise option. You can also use the public demo environment to get to know the platform without your own data.
Data migration
Is data migration included?
No. Data migration is a separate service, quoted for your specific situation alongside onboarding, configuration work and training.
What can be brought across?
The scope of a migration depends on what your current system holds and in what form it is available. Discuss your situation before the proposal, and the migration is quoted with the rest.
In which format do I need to deliver my data?
That is determined during the migration analysis and depends on what your current system can export. The approach is set out in the quotation for your migration.
Who validates the migrated data?
You know your data best, so the final validation happens together with you. The concrete approach, including the check before go-live, is agreed in the quotation for your migration.
Training
Is training included in the subscription?
No. Training is a separate service and is quoted for your specific situation, just like onboarding, migration and configuration work.
Can my people learn the platform themselves?
Yes. The documentation is organised by role — administrator, planner, technician and manager — and includes an onboarding checklist and a troubleshooting section. It is available in Dutch, French and English.
Is training remote or on site?
The format is agreed in your quotation, depending on your situation and the roles that need training.
Can new employees be trained later?
Yes. Additional training can be requested at any time and is quoted separately. For day-to-day questions, the role-based documentation stays available.
Users, roles and access
Does every employee need their own account?
Yes. You ensure your users keep their credentials confidential and do not share accounts. That is also what per-user billing reflects.
Which roles are available?
Access is granted per role, with permissions matching what someone does: administration, planning, work in the field and financial follow-up. Your administrator assigns those roles within your own environment.
Can I restrict financial information?
Yes. Financial data and dashboards are tied to the permissions provided for that, so not every user sees revenue, margins or invoices.
Is two-factor authentication available?
Yes. Users can enable two-factor authentication (TOTP, through an authenticator app) on their account.
What if an employee leaves?
Your administrator withdraws that user's access within your own environment. You assign and periodically review access rights, and you inform us without delay of any suspected unauthorised use.
Is administrator activity traceable?
Administrative access is logged. That is part of the technical and organisational measures taken in line with Article 32 GDPR.
Planning and service orders
How does an intervention come about?
From a call, a request, a maintenance contract or a customer QR report. The service order lands in the planning and runs through its stages there until it is closed.
Can I assign work by drag and drop?
Yes. You build the day in a single view, drop service orders onto the right technician and time slot, and follow the agenda hour by hour.
Can I see my technicians' availability?
Yes. Availability and routes are in sight before you commit, so the schedule reflects reality and you do not double-book.
Is there a map and route view?
Yes. Alongside the agenda there is a map view of the interventions, with route optimisation and direct navigation links from the service order.
Can recurring work be scheduled automatically?
Yes. Maintenance contracts automatically generate recurring interventions — monthly, quarterly or annually — straight into the planning.
Mobile app for technicians
Do my technicians need a separate app from the app store?
No. The mobile app installs straight from the browser onto the phone and opens full screen like a regular app.
Which devices does the app work on?
A smartphone or tablet with an up-to-date browser. You provide a suitable internet connection and up-to-date browsers or devices for your users.
What happens when a technician has no network?
The app keeps showing the data already loaded, even without a connection — in a basement or a plant room, for instance. As soon as the network returns, the entries are synchronised. Functions that need a server connection remain limited offline, of course.
Can technicians add photos and have the customer sign digitally?
Yes. Photos, findings and a digital signature are captured on site and become part of the service report.
Can used parts be registered on site?
Yes. The technician records the parts used on the intervention; they flow through to the report and to invoicing.
Does a technician see their own schedule?
Yes. The technician opens the day's tasks with the necessary job instructions, messages from the office and the stock in their van.
QR codes and installations
Does every installation get its own QR code?
Yes. Every installation gets its own secure QR code pointing at that specific unit.
What does a technician see after scanning?
The unit with its details and its service history, so they know what happened before they start.
Can a customer report a problem without an account?
Yes. Through the QR code on the unit, a customer can submit a report without signing in. A service order is created in your planning.
Are warranty and service history kept?
Yes. Every unit keeps its serial number, warranty and full service history.
Can I track the condition of an installation?
Installations can be placed in a hierarchy, and their condition and downtime can be tracked. That functionality belongs to the extended asset module; which modules you have depends on your plan.
Customers, locations and Customer 360°
Can one customer have multiple locations?
Yes. A customer can have multiple locations, and each location can hold multiple installations.
What is Customer 360°?
One screen per customer bringing together their locations, installations, contracts, interventions and invoices, instead of five screens you have to combine yourself.
Does everyone see a customer's financial data?
No. The financial parts of the customer file are tied to the permissions provided for that.
Can I see a customer's full history?
Yes. The sequence of interventions, installations and documents per customer sits together in the customer file.
Stock and van stock
Can I manage warehouse and van stock?
Yes. Alongside the warehouse, every van has its own stock, with locations and parts per vehicle.
Are consumption and returns recorded?
Yes. What is used on an intervention comes off the stock and lands on the service order, ready to invoice.
Can I set minimum stock levels?
Yes. Low stock is flagged before the technician sets off, and replenishment per van can be followed.
Can the planner check whether the parts are there?
Yes. Before departure it can be checked whether the necessary parts are available, so an intervention does not fail on a missing item. That check belongs to the parts-readiness module; which modules you have depends on your plan.
Are used parts invoiced along?
Yes. Recorded hours and used parts are ready on the invoice, without you retyping anything.
Maintenance contracts
Can I manage maintenance contracts?
Yes. Maintenance contracts automatically generate recurring interventions (monthly, quarterly or annually) straight into the planning.
Can a contract be linked to an installation?
Yes. Contracts and installations sit together in the customer file, so you see per unit which maintenance is attached to it.
Can I follow start, end and renewal dates?
Yes. Contract dates and warranties are kept with the customer and with the unit, so a renewal date does not pass unnoticed.
Is contract management in every plan?
No. Maintenance contracts belong to the extended modules. What your plan contains is shown on the pricing page.
Projects and tasks
Can I manage several tasks under one project?
Yes. A project bundles tasks, installations, deadlines and the invoicing that belongs to it.
Can tasks be assigned to individual technicians?
Yes, just like ordinary interventions, with their own deadline and follow-up.
Can I follow hours, costs and progress?
Yes. Hours, costs, deadlines and progress are followed per project.
Can I invoice a project?
Yes. Project billing belongs to the Projects module; which modules you have depends on your plan.
CRM, quotations and sales
Can I manage leads and opportunities?
Yes. Leads, calls, appointments and quotations are followed through to a won customer.
Can a lead grow into a quotation and a job?
Yes. The thread runs from lead through quotation to won work, which then lands in planning and invoicing.
Can I schedule follow-up actions?
Yes. Activities and follow-ups are attached to the lead or the customer, so nothing is left hanging.
Is CRM in every plan?
No. CRM belongs to the commercial modules. What your plan contains is shown on the pricing page.
Reporting and invoicing
How does invoicing work?
Completed interventions, recorded hours and used parts are ready to invoice. You check, confirm and send, without retyping anything. Quotations, purchasing and payment follow-up are on the platform too.
Can I review an invoice before it goes out?
Yes. Nothing leaves automatically: you check and confirm first.
Are quotations and credit notes supported?
Yes. Quotations, invoices, payments and purchasing sit in the same financial overview.
Does the customer get a service report?
Yes. A completed intervention produces a service report with the findings, the parts used and the signature on it.
Can I restrict financial dashboards?
Yes. Financial dashboards are tied to the permissions provided for that. The extended financial analysis belongs to a separate module.
AI functionality
What does the AI report assistant do?
It helps draft service reports from information already recorded on the job. It supports the technician's writing; it does not replace their judgement.
Is AI output reviewed before it is used?
Yes. A person always reviews and approves the result before it is used.
Does AI make decisions about people?
No. We do not use personal data for automated decision-making that produces legal effects concerning a person, or that similarly significantly affects them, within the meaning of Article 22 GDPR.
Can I switch the AI functionality off?
The AI report assistant is a separate module. You choose whether to take it; it is not a mandatory part of the platform.
Is my data used to train AI?
No. We do not use customer content for our own purposes and we never sell it. For certain supporting or optional services, a limited part of the personal data may be processed outside the EEA, with the safeguards Chapter V GDPR requires.
Integrations
Which tools can Service Suite connect to?
The integration hub provides for connections with calendars, navigation, document storage, payments and messaging services. Which connections are active for you depends on your plan and configuration — discuss your situation so we can confirm what is possible in your case.
Can a technician navigate straight to the customer?
Yes. From the service order, navigation to the address can be opened directly.
Are custom connections possible?
Development requests fall outside support and are quoted separately. What is feasible depends on the other system — put your situation to us.
Are integrations included in every plan?
No. Integration capabilities belong to the extended plans and modules. What your plan contains is shown on the pricing page.
Security
How is access protected?
With individual named accounts, access on a need-to-know basis and role-based permissions. Users can additionally enable two-factor authentication.
Is data encrypted in transit?
Yes. Encryption of data in transit is part of the measures taken in line with Article 32 GDPR.
Are customer environments separated?
Customer data is logically separated through access rules, roles and permissions.
Which security measures does Digitalnatie take?
We take appropriate technical and organisational measures in line with Article 32 GDPR: encryption in transit, individual accounts with role-based permissions, logical separation of customer data, logging of administrative access, confidentiality obligations, periodic review of the measures, and a documented procedure for security incidents. We deliberately do not describe them in a level of detail that would itself create a risk.
Is the platform completely secure?
No online service can be guaranteed to be completely secure, and we do not claim otherwise. We take appropriate measures and have a procedure for the event that something does go wrong.
What happens in a security incident?
Where we act as the data controller for the processing concerned, we report a notifiable breach to the competent supervisory authority without undue delay and, where feasible, within 72 hours of becoming aware of it. Where we act as a processor, we inform you as data controller without undue delay, and provide reasonable assistance with your own obligations.
Privacy and GDPR
Who is controller and who is processor?
For the content you put into the platform — your customers, locations, installations, work orders and invoices — you are the data controller and Digitalnatie acts solely as a processor. For our own prospects, billing contacts and website visitors, we are the controller.
Who owns the data in the platform?
You do. Customer data remains your property; Digitalnatie acquires no right to it beyond what is strictly needed to deliver the service.
Is my data sold or used for advertising?
No. We do not sell personal data and we do not share it for advertising or profiling purposes.
Where is my data held?
The primary hosting and storage of the platform are located within the European Economic Area. For certain supporting or optional services, a limited part of the personal data may be processed outside the EEA, under a transfer mechanism permitted by Chapter V GDPR.
Can I get the list of sub-processors?
Yes. A current list of the sub-processors used for the platform is available to customers on request via [email protected].
Someone asks for access to their data. What now?
If it concerns data in your environment, you are the controller and you handle the request; we provide reasonable assistance. If it concerns data we are responsible for, we answer within one month.
How long is data kept?
As long as necessary for the purpose, or as long as the law requires. Account data and platform content for the duration of the subscription, invoices and accounting records 10 years, support correspondence up to 24 months. The full table is in the privacy policy.
Does this website use tracking or advertising cookies?
No. This website runs no advertising cookies, no third-party analytics and no tracking scripts. That is why you see no cookie banner.
Availability and SLA
Is a specific uptime percentage guaranteed?
The terms and conditions guarantee no specific availability percentage. We make reasonable efforts to keep the platform available and to resolve interruptions promptly.
Can I still get a guaranteed service level?
Yes, that can be agreed separately in writing, with the corresponding commitments.
When is planned maintenance carried out?
Outside Belgian business hours where possible, and it is announced in advance whenever it is likely to interrupt the service.
Is there a public status page?
Not at this time. Interruptions and planned maintenance are communicated directly.
Is an interruption a breach of contract?
Interruptions caused by maintenance, updates or events beyond our reasonable control do not in themselves constitute a breach of the agreement.
Backups and recovery
Are backups taken?
We take appropriate technical and organisational measures to protect personal data against loss, misuse and unauthorised access, including regular backups. Specific recovery commitments can be set out separately in a service level agreement.
Are recovery times guaranteed?
Not by default. The terms and conditions contain no guaranteed recovery values. Those commitments can be agreed separately in writing in an SLA.
What if data is lost or corrupted?
Contact support as soon as possible; issues are handled according to their impact on your operation. Loss or damage caused by you, your users or third parties acting on your instructions falls outside our liability — it is your responsibility to export what you want to keep.
Am I informed during a major incident?
Yes. Planned maintenance is announced in advance when it is likely to interrupt the service, and in the event of a notifiable breach we inform affected customers without undue delay.
Support
How do I reach support?
By email at [email protected], in Dutch, French or English.
What are the support hours?
Belgian business hours: Monday to Friday, 9:00–17:00, excluding Belgian public holidays.
How quickly do I get an answer?
We aim to acknowledge every request on the next business day and to handle issues according to their impact on your operation. Response and resolution times are indicative unless a separate service level agreement has been signed.
What does support cover?
Questions about the use of the platform and the correction of defects. Training, configuration work, data migration and development requests are not covered and are quoted separately.
Is priority support available?
A guaranteed service level with the corresponding commitments can be agreed separately in writing. Ask for it with your proposal.
Enterprise and white-label
Can the platform carry our own branding?
White-label is available as an Enterprise option. The concrete scope is quoted with the rest.
Is multi-company supported?
Yes, an additional company is available as an option on your subscription.
Can I choose which modules I take?
Yes. Modules can be added separately to Basic. If a module is already part of Pro, it is never charged twice there.
How is Enterprise pricing determined?
Enterprise is always quoted individually, based on your number of users, the modules chosen and the options you need.
Can we agree different contract conditions?
Yes. Where a separate written agreement is signed, that agreement prevails over the terms and conditions on any point where the two differ.
Documentation and self-service
Where do I find the documentation?
At docs.digitalnatie.app, in Dutch, French and English.
Is the documentation organised by role?
Yes. Separate parts cover the administrator, planning and dispatch, the technician in the field, and management oversight.
Is there troubleshooting guidance?
Yes. The documentation includes an onboarding checklist and a troubleshooting section for the most common questions.
My question is not here. What now?
Ask it directly via [email protected] or the contact form. We answer in Dutch, French or English.
Not finding your question?
Ask it. You get an answer from someone who knows the platform, not from a script.