What if I hate GridOwl after 30 days?

We pull the hardware at no cost. No auto-bill, no restocking fee, no awkward sales call. If you keep it, you sign on month-to-month.

Does GridOwl need my restaurant's WiFi?

No. GridOwl uses LoRaWAN — a separate long-range radio built for exactly this job. All we need is a power outlet and a LAN connection for the gateway.

How much does my staff have to do for GridOwl setup?

Nothing. Our tech installs everything — typically 20 minutes per location — while your team runs service.

Am I locked into a GridOwl contract?

Starter and Professional are month-to-month. Cancel with 30 days' notice and we pull the hardware. Enterprise terms are custom.

Can I add GridOwl sensors mid-month?

Yes. Order from the dashboard, we ship pre-configured. Stick them on, they appear online automatically.

What happens to GridOwl during a power outage?

Sensors run on 5-year internal batteries and keep logging through outages. The gateway takes an optional UPS. You'll get an alert the second connectivity returns.

What does the health inspector see with GridOwl?

A live GridOwl URL you open for them, or a signed PDF. Every reading, every breach, every corrective action — timestamped and tamper-proof.

Where does GridOwl store my data?

On Canadian infrastructure, encrypted in transit and at rest, PIPEDA-compliant. Role-based access means a line cook can't see the VP's dashboard.

App Support | GridOwl

Email Support

[email protected]

In-App Support

Submit tickets from your dashboard

Response Time

We aim to respond within 24 business hours

1. Getting Help

GridOwl provides multiple support channels to help you resolve issues quickly. Whether you need help with sensor setup, temperature alerts, compliance reports, or account management, our support team is here to assist you.

For the fastest resolution, please include the following when contacting support:

•Your organization name and account email
•A clear description of the issue or question
•Screenshots or sensor IDs if applicable
•The device and operating system you are using

2. Contact Support

Support Channels

Email: [email protected]
Best for detailed issues, account questions, and billing inquiries.
In-App Support Tickets:
Log in to your GridOwl dashboard and navigate to Support to submit a ticket directly. This routes your request with full account context for faster resolution.
Emergency (Critical Alerts): [email protected]
For critical HACCP compliance issues or system-wide outages affecting food safety monitoring.

3. Common Issues

I'm not receiving temperature alerts

Check that push notifications are enabled in your device settings for GridOwl. Also verify that alert thresholds are configured for your equipment in the Equipment Management section of your dashboard.

Dashboard shows "No Data" for a sensor

This typically means the sensor has not reported recently. Check the sensor's battery level and signal strength in Sensor Diagnostics. If the sensor is new, it may take up to 15 minutes for the first reading to appear.

I can't log in to my account

Use the "Forgot Password" link on the login screen to reset your password. If your account has been locked or you need a new invitation, contact your organization's administrator or email [email protected].

4. Account Management

For account-related requests, please contact your organization administrator or our support team:

•Password reset: Use the "Forgot Password" link on the login page.
•Account deletion: See our Data Deletion page for instructions.
•Role changes: Contact your organization's Tenant Admin to update your permissions.
•Organization changes: Email [email protected] for tenant management requests.

5. Sensor Troubleshooting

If you are experiencing issues with your GridOwl temperature sensors:

•Sensor offline: Check the sensor's battery level and ensure it is within range of a GridOwl gateway. Move the sensor closer to the gateway if signal strength is low.
•Inaccurate readings: Sensors may need recalibration. Contact support to schedule a calibration service under your managed service agreement.
•Low battery: GridOwl monitors battery levels automatically. When a sensor reports low battery, a replacement will be coordinated under your service agreement.
•Gateway issues: If multiple sensors go offline simultaneously, the gateway may need attention. Contact support for gateway diagnostics.

6. App Issues

If you encounter issues with the GridOwl mobile or web application:

•App crashes: Ensure you are running the latest version of the app. Try force-closing and reopening the app.
•Slow performance: Check your internet connection. The app requires a stable connection to load real-time sensor data.
•Display issues: Try clearing the app cache or reinstalling the app from the App Store.

If the issue persists, email [email protected] with your device model, iOS version, and a description of the issue.

7. Feature Requests & Feedback

We welcome feedback and feature suggestions from our users. To submit a feature request:

•Email [email protected] with a description of the feature you would like to see.

8. Business Hours

Standard Support: Monday – Friday, 9:00 AM – 6:00 PM EST
Response Time: We aim to respond within 24 business hours (this is a target, not a guaranteed SLA)
Critical Issues (P0): Monitored 24/7 via automated alerting — HACCP compliance breaches trigger escalation as promptly as practicable
Holidays: Canadian statutory holidays observed; critical monitoring remains active

GridOwl is operated by R Gupta Consultancy Services Inc., based in Ottawa, Ontario, Canada.

Support