Critical — 1 hour
The service is unavailable, financial data is incorrect, or a security issue is suspected. Direct contact, not a ticket queue, and we work it until it is resolved rather than until the day ends.
Support
Support quality is easy to promise and hard to verify before you buy. What we can do is publish what we respond to, how quickly, what we never charge for, and the measure we hold ourselves to — which is that a well-enabled customer should rarely need us.
Existing customers should use the in-app channel for fastest response. Anyone else can start here.
Support
Targets are for business days, US hours. Critical issues are handled outside those hours by whoever is on call.
The service is unavailable, financial data is incorrect, or a security issue is suspected. Direct contact, not a ticket queue, and we work it until it is resolved rather than until the day ends.
A workflow is blocked, a connector has stopped, or a close is at risk. Acknowledged within the hour with an owner named even if the fix takes longer.
A question, a configuration change, a report that needs building, or behaviour you want explained.
Feature requests and enhancement suggestions get a substantive answer, including when the answer is that we will not build it and why.
Write to [email protected] with "Security" in the subject. We acknowledge same day and will not pursue legal action against good-faith research.
Acknowledged in one day, with an initial assessment within three telling you which category of error we believe it is and why.
Every item on this list is something some vendors treat as a change request. Billing for them is how a vendor relationship turns adversarial, and the amounts involved are never worth the damage.
Support ticket volume by category. A well-enabled customer raises tickets about genuine defects and new requirements. A poorly-enabled one raises tickets about how to do things, and that is a signal about us rather than about them.
We review the mix at ninety days after go-live. Where how-to questions dominate, we run additional training at no charge rather than treating the volume as engagement.
The goal is a customer who does not need us for routine operation. Consultancies with a different business model would call that lost recurring revenue. We would rather sell you something else.
If a response is slow or an answer is unsatisfactory, escalate directly — write to [email protected]with “Escalation” in the subject line. There is no tier structure to navigate and no gatekeeping process. We are small enough that escalation means a different person reads it the same day.
If you disagree with an assessment we have given — that an error is a configuration issue rather than a defect, for instance — say so. We will re-examine it and, where we still disagree, set out our reasoning in writing so you have something to take to your own advisers.
Tell us what you expected and what happened, with the records or period affected. You do not need to diagnose it — working out the cause is our job, and a report that says “this number looks wrong” with an account and a date is entirely sufficient.
For anything time-critical, use the in-app channel rather than email. It routes to whoever is on call rather than to an inbox that is read on business days.
We support our software and the engagements we deliver. We are not your accountant, auditor, or tax adviser, and we cannot advise on whether a treatment is correct under GAAP for your circumstances. We can tell you what the system did and why, which is usually the input your accountant needs.
Third-party systems remain supported by their own vendors. Where a connector breaks because a provider changed something, fixing our side is on us; the provider’s own behaviour is not something we can commit to.
Response targets are the same for every customer regardless of plan size. We do not sell priority support, and we do not put a smaller customer behind a larger one in the queue. Enterprise plans include named contacts and service level agreements with credits, which is a commitment mechanism rather than a different queue.
Questions
A well-enabled customer raises defects and new requirements, not how-to questions. We measure which you are.