Support Policy

Revision 4

1. Support Channels

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

1.1 Available Support Channels

• Knowledge Base: Self-service help center at https://help.gruntify.com/

• Email Support: saas@gruntify.atlassian.net

  • Please note that email tickets are always raised as the ‘Support’ type, and you forfeit the ability to specify an issue classification

  • Enterprise Enterprise customers should use their organization’s private Jira portal to submit all tickets

• Support Ticket System: Public Jira portal available at Gruntify Support

  • Enterprise Enterprise customers should use their organization’s private Jira portal to submit all tickets

  • Enterprise Private Jira portals have a user limit of 3 people - we may make exceptions on a case-by-case basis

1.2 Support Hours

Our core support team is located in Brisbane, Australia. As such, our normal operating hours are 9 am - 5 pm (UTC+10) on business days. We may occasionally provide support outside of these hours, but we do not offer any guarantees of this.

1.3 Extreme Circumstances

In the event of a critical system outage, Enterprise customers may directly contact their Gruntify contacts for an out-of-hours resolution. These circumstances will be managed on a case-by-case basis.

2. Support Coverage

Gruntify standard support applies to the entire Gruntify platform and any products of a professional services contract that are under warranty. Included in standard support is the ability to:

• 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

2.1 Extended Customer Care Agreements

If you wish to receive extensive support beyond what is included in our standard offering, you can contact our sales team to enquire about our extended customer care agreements. These agreements are established on a per-customer basis and are customizable to fit your exact support needs.

2.2 External Issues

In the event that your issue is related to an external product or service that interfaces with Gruntify or our professional services products, our support team will provide you with relevant information about the problem and then refer you to alternative support. If you require assistance with these external issues, and alternative support is not available, you can contact our sales team to explore your options for extenuating support.

3. Issue Classification

All issues are classified on a scale from ‘Low’ to ‘Critical’. These classifications inform our internal priority for rectification and may come attached with SLA goal times.

3.1 Bug Tickets

For bug tickets, the following definitions apply for each classification:

3.2 Support Tickets

All support tickets implicitly have a priority classification of ‘Medium’. The SLA goal times that apply to that classification for bugs also apply to support tickets.

3.3 Feature Requests

All feature requests implicitly have the priority classification of ‘Medium’. However, this is used only for internal prioritization of work - SLA goal times never apply to feature requests.

4. Service Level Agreement (SLA)

Our SLA goal times apply to all issues apart from feature requests. These times are not a guarantee, but rather an indication of the standard we hold ourselves to. Our internal KPIs and performance metrics are measured against these times.

4.1 Standard SLA Times

4.2 Important Clarifications

Our SLAs are subject to several important stipulations that require your consideration:

• 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

• Enterprise If you have a contractual agreement with us, some of the above SLA times may be overridden in that agreement

5. Release of Fixes

Bug fixes are incorporated into our 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.

5.1 Hotfixes

Enterprise customers have the option to request expedited fixes for high-priority bugs. These requests are subject to specific guidelines:

• Only bugs classified as 'High' or 'Critical' are eligible

• All hotfix requests require explicit approval from Gruntify management

• Requests must be submitted in writing as part of the bug ticket that requires resolution

When evaluating the necessity of a hotfix, Gruntify management will consider:

• Potential bug impact on your use of the platform

• Fix complexity & time until the next release

• System stability risks

• Overall business implications

Hotfixes will first be released to your UAT environment for testing in all but the most critical of cases.

5.2 UAT Issues

If a bug is discovered within the first half of the current Enterprise UAT cycle, we will 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:

• Develop a fix and patch it into the UAT environment

• Remove the change from the release that caused the bug

• Delay the production release to allow more time for resolution

• Leave the bug in until the next UAT release

6. Technician Support

Gruntify platform specialists are made readably available to you so that you can best make use of our product. However, to encourage fairness and self-sufficiency, we do apply some limitations on their use.

6.1 Training

Our standard support does not cover formal training programs. Instead, we offer informal feature showcases to help users understand our platform's capabilities. These showcases provide a high-level overview of key features and functionalities.

If your organization requires comprehensive user training, we recommend contacting our sales team. They can arrange customized workshop training sessions tailored to your specific needs and user groups.

6.2 Questions & Queries

Our platform specialists are committed to providing helpful and informative responses to your inquiries. We aim to answer any questions you may have about our product as best we can. However, if your question has the potential to conflict with our commercial confidentiality requirements or other special interests, we may decline to respond.

Before submitting a question, we encourage you to search our help center for articles relating to relevant platform features. You may find that your very question has been answered already, and if this is the case, our support team will refer you to that article even if you do submit a support ticket.

6.3 Specialist Assistance

Where you require manual assistance from our platform specialists to achieve your goal, we are able to offer our support within preset time allocations. This helps to ensure fair and consistent service for all of our customers. If our team undertakes any activity that will contribute to these time allocations, we will proactively communicate this with you beforehand and confirm the time used after completion.

The per-customer time allocations for specialist assistance are as follows:

Please note the following exemptions from the above time allocations:

• GDPR requests

• Any manual support required due to an ongoing bug

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.

7.1 Non-Binding Path

Non-binding feature requests can be submitted at no cost to you. If our team likes your idea, we will adapt it as necessary and add it to our 1-year product roadmap. On this path, you will not have finer control over the functional details or delivery timeline of the feature. You will not receive compensation for your idea, and we also reserve the right to change our minds in the future if our vision changes.

7.2 Request for Quote Path

If we initially rejected your feature, or you require finer control over implementation details, you may submit a formal Request for Quote on the feature ticket. We may still choose to reject the idea, if we fear it will negatively impact our other customers, but this is far less likely. In most cases, we will present you with a quote to develop the feature on your required timeline, and we will work with you to deliver that once approved. As with all of our professional services work, a warranty will apply to the feature allowing you to seek support based on the agreed upon implementation details.

8. GDPR Requests

Gruntify is committed to maintaining the highest standards of data privacy and protection. As a GDPR-compliant platform, we take all data privacy requests seriously and provide comprehensive support for our users' personal data management.

8.1 Our Commitment to Data Privacy

Our GDPR compliance extends beyond legal requirements:

• 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 guide

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

8.2 Enterprise Environments

For non-EU citizens in Enterprise environments, we are required to report all GDPR-requests to the customer’s registered support contacts. This ensures that Enterprise administrators are aware of and can appropriately respond to data privacy actions within their organization.

In the EU, this is not possible due to the requirements of GDPR; as such, our agreements with Enterprise customers there will make clear this fact.

9. User Responsibilities

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

To prevent repetitive back-and-forth, we have designed each ticket form to include the exact details we require to progress with the issue. We expect that users will make a best-effort attempt at filling out all required information accurately, and that they will choose the correct ticket type for the issue at hand. Failure to do so may result in the ticket being ‘declined’ or SLA timers paused until further clarification is received.

To choose which ticket type is relevant to your issue, consider the following:

• Bug - a function of the platform is not behaving as expected, and I am confident that my understanding of the expected behavior is correct

• Support - I have a question/concern about the platform or a component of it, or I require assistance/advice in meeting a business goal with Gruntify

• Feature - I would like to change the behavior of a function of the platform, or have a new function implemented to meet my needs

9.2 Closure of Abandoned Tickets

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.

10. Pricing

Gruntify standard support is offered free-of-charge to all customers who are on trial or have an active subscription with at 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.

11. Policy Updates

We reserve the right to update this policy at any time for both new and existing customers. By using Gruntify support facilities, you agree to abide by the most recent version of this policy at the time of use.

When we update this policy, we will provide a short summary of the changes at the top of this page. Additionally, we will signpost this on our public Jira portal as an announcement to promote transparency.

Enterprise customers will receive a direct communication informing them of the change to their registered support contacts.

12. Questions

If you have any questions or concerns relating to this policy, please feel free to get in touch with us. You can either:

• Raise a support request on our public Jira portal, OR

• Send an email to hello@gruntify.com with your query