Support & Escalation
How to reach us, how quickly you can expect an answer, and the named path to escalate if the normal route is not resolving it.
- Live chat on this site is the fastest route. Email reaches the same team.
- A dedicated point of contact is assigned to you during implementation, to get the system configured and your people trained.
- If the assigned agent is not resolving it, escalate to the customer success manager, and after that to the founders. Both addresses are in the full document — it is a published path to a person, not a queue you resubmit into.
- You can book a call rather than type. Send the list of things you want to cover and the right person turns up prepared.
- One-to-one time with a developer over Zoom or Meet is available at USD 40 an hour, bought in blocks of ten hours or more, valid for 30 days from purchase.
- Ongoing CRM and ERP support after implementation is covered by an annual maintenance charge of 22% of the implementation fee.
- The support commitments do not apply to a product or deal that has reached end of life.
- What helps us most: which instance, what you did, what happened, and what it is stopping you doing.