Data, security & support
Your business data. Still yours.
Know how your records are handled, how to take them with you, and who to contact when you need help.
Your records stay yours.
You retain ownership and control of the records you submit. PAWSI only processes them to provide, secure, support and legally operate the service.Backed up every day.
Production database records and application files are automatically backed up daily to separate offsite storage.Someone who knows your business.
Every customer business has a dedicated account manager, reachable by WhatsApp or phone during support hours.Data protection
Care in how we handle your data.In everyday use. Behind the scenes.
PAWSI uses encrypted HTTPS connections, controlled access, service monitoring and daily offsite backups to help protect customer data.
Data export
Take your records with you.
Export structured data across the branches you can access, in CSV or Excel.
What you can export
- customers and pets
- bookings, services, orders, transactions and payments
- products, inventory, suppliers and purchase orders
- staff, attendance and commissions
- memberships, loyalty, vouchers and deposits
- financial and accounting data
Use dashboard exports where available. For the other datasets listed here, your account manager provides a free assisted export within three staffed days of a valid request.
When your subscription ends
Export before you leave.
Cancel renewal. Keep your remaining time.
Cancellation stops renewal. You keep normal access until the end of your paid period.
Account access ends with the paid period.
The account is terminated immediately when that period ends. There is no login or read-only access after subscription end.
Still need a copy? Contact support.
During the 60-day internal recovery period, a former customer whose identity is verified can request a free assisted export through an official support channel. The target is three staffed days. This does not restore account access.
Customer support
A person to contact. Clear response targets.
Your dedicated account manager is available through WhatsApp or phone.
Support hours
Monday–Sunday, 08:00–17:00 WIB (UTC+7)
| Priority | First response |
|---|---|
| Urgent The service, payments, a severe data/security matter, or a core workflow is blocked without a practical workaround. | Pro Plus: under 2 staffed hours. Professional/Home Grooming: under 4 staffed hours. |
| Medium A significant problem has a temporary workaround. | 4–8 staffed hours. |
| General Ordinary bugs, setup questions and usage guidance. | No more than 24 staffed hours. |
Response targets count support hours. Messages received outside these hours start their timer at the next 08:00 WIB opening. These are first-response targets, not promised resolution times.
For urgent issues
Your account manager immediately escalates to the responsible technical owner and updates you at least every two staffed hours until a workaround is available or service is restored.
An independent external monitor checks the customer application, online booking at book.pawsi.id, and core API every minute. See current service conditions and history on our public status page.
The percentage above is a target, not a claimed result. Historical presentation before production monitoring does not count as independent evidence. A demonstrated monthly result requires one complete live calendar month.