Support
Reliable assistance with a 24-hour technical support commitment for all users. For mission-critical operations, Enterprise Solution and Custom Built tiers receive priority response paths—so production issues are triaged with the urgency they deserve.
Contact
— include your product name, tier, and a short description of the issue. For emergencies, note “urgent” in the subject line.
How the support process works
- Send the request. Email our support address with your product name, tier, and a short description of the issue — the more specific the subject line, the faster it routes.
- Acknowledgment within 24 hours. Every user gets a response within one business day. Enterprise Solution and Custom Built tiers follow a priority path, so production-impacting issues are triaged first.
- Triage and reproduction. We confirm the environment, reproduce the behavior, and classify severity — blocker, major, or minor — before touching a fix, so nothing gets patched blind.
- Fix, patch, or escalate. Resolution comes with what changed and any steps you need on your side; anything deeper escalates to engineering and stays open in the same thread until you confirm it is closed.
Before you write: a two-minute checklist
- Update first. Install the latest version of the app or refresh the web build — a surprising share of tickets are resolved on this line alone.
- Name your environment. Device, operating system and version, and app version (found under Settings → About).
- Copy the error verbatim. The exact message text plus a screenshot beats any paraphrase; crop out anything sensitive if needed.
- List the steps. What you did, in order, from a clean start — and what you expected to happen instead.
- Say when it began. First-seen time, whether it is reproducible, and whether anyone else on your team sees it too.
- Include your tier. It is in your subscription confirmation and determines the response path we put your ticket on.
Support questions, answered
How quickly will I hear back?
Acknowledgment lands within 24 hours for every user on a business-day schedule. Enterprise Solution and Custom Built tiers ride a priority path where production-impacting issues are triaged ahead of routine requests.
Which channel should I use?
Email is the support channel of record — it keeps a searchable thread with your history attached. Sales, quotes, and new-project questions belong in the inquiry form instead.
What is covered under support?
Defects, installation and update problems, data-import questions, and how-to guidance are covered. Net-new features and custom modifications are scoped through your service tier rather than the support queue.
What happens outside business hours?
Mark mission-critical subjects with "urgent" in the first line. Enterprise and Custom engagements include arrangements for after-hours escalation, which we confirm with you during onboarding.
Is my data safe when you debug?
We ask only for what reproduces the issue and never request passwords. Diagnostics follow the same handling described in our Privacy Policy.
How are updates and fixes delivered?
Patches ship through each platform's normal distribution — app stores, installers, and the hosted web build — and are posted with dates on our updates page so you can see what changed and when.
Where do feature requests go?
Send them through support anyway. Bugs are fixed against the current release; requests are logged, reviewed against the roadmap, and answered honestly with timing or trade-offs — never with a silent backlog.
Which plan am I on?
Your tier appears in the subscription confirmation email and on the payments page. Include it in your first message so we apply the right response path immediately.