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What’s changed? In Revision 4, we have completely restructured the support policy to make it more readable and expand on key points. Most notably, we have expanded upon: Technician support limits GDPR requests User responsibilities

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1. Support Channels

We offer a variety of support channels to enable you to get in touch with us however best suits you.

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Bug fixes are incorporated into our bi- monthly UAT/Production release cycle by default. This approach ensures consistent and predictable product improvements while maintaining system stability. As a result of this, once we have completed development on a bug fix, it will ‘wait’ for the next release cycle as necessary.

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If a bug is discovered within the first half of the current

Status
colour Purple title Enterprise

UAT cycle, we will best attempt to resolve it prior to the subsequent production release. Depending on the classification of the bug and its fix complexity, we may choose one of the following remedies:

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• We honor most GDPR data privacy principles for all users, regardless of geographic location (except where this is not possible by law)

• Users can request access or correction of their personally identifiable information through the public Jira portal

• Users can self-initiate complete erasure of their personally identifiable information by following this articleguide

• We are transparent with users through the process of managing personal data requests

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In the EU, this is not possible due to the requirements of GDPR; as such, our agreements with

Status
colour Purple title Enterprise

customers there will make clear this fact.

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Effective communication is critical to resolving support issues efficiently. When submitting a ticket, users are expected to provide comprehensive and accurate information and remain responsive to any questions we may have.

9.1 Ticket Submission Requirements

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While we understand that everyone is busy with competing priorities, to keep our support team on-track we expect that users make an effort to remain responsive to our questions or points of clarification. When we respond to a ticket you have created requesting more information, we expect you to respond to us within 3 business days. Once that time lapses, you will receive an automated warning on the ticket. After that automated warning is sent, you will have a further 3 business days to respond before we close your ticket.

If you are unable to respond to our question within the above timeframe, it is acceptable to respond to us with a message to inform us of the additional time you will require. Additionally, you can re-open a ticket that was automatically closed by either sending a response to it or submitting a new one and referring to the ID of the original ticket.

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Gruntify standard support is offered free-of-charge to all customers who are on trial or have an active subscription with usat least one seat. External stakeholders who do not have a direct business relationship with us are not able to access Gruntify support , unless they are submitting a security vulnerability report.

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