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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:
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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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Report, be updated on, and receive resolutions for bugs in our software
Ask questions and receive assistance directly from platform specialists (limits apply - see 6. Technician Support)
Suggest new features or general improvements for our consideration
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We do not offer SLA times for when fixes are released - see 5. Release of Fixes
“Business minutes/hours/days” refer to working days in Brisbane, Australia
We do not offer compensation for breached SLA times
If you have a contractual agreement with us, some of the above SLA times may be overridden in that agreementStatus colour Purple title Enterprise
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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
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If you require assistance beyond the allocations listed above, see 2.1 Extended Customer Care Agreements.
7. Feature Requests
Feature requests provide you with a direct line to our product team so that you can share your ideas and help us improve Gruntify as a platform. All feature requests are assessed based on their alignment with our product vision and strategic goals, as well as their value to our other customers.
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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
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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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