What support covers, stated plainly.
Support is email based, included with every subscription, and answered by people who work on the product. Rather than a badge claiming 24/7, here is the actual scope, the actual response times and, more usefully, what is not covered and what to do about those things instead.
What to expect, and by when.
| Request | First reply | Resolution | Channel |
|---|---|---|---|
| Trial licence key | 1 hour | Immediate | Contact form |
| Pre-sales question | 1 business day | Same reply | Contact form |
| Licence or billing | 1 business day | 1 to 2 business days | Contact form |
| How do I do X | 1 business day | Same reply, or a docs link | Contact form |
| Suspected defect | 1 business day | Confirmed within 3 days, fixed in the next release | Contact form |
| Installation problem | 1 business day | 1 to 2 business days | Contact form |
| Update failure | 1 business day | Same day where we can reproduce it | Contact form |
| Security vulnerability | 24 hours, including weekends | Critical patched within 7 days | Contact form |
Business days are Monday to Friday. These are targets we hold ourselves to rather than a contractual service level, and we would rather publish honest targets than a guarantee with an escape clause.
Covered, and not covered.
An unbacked promise of unlimited support is worth less than an honest boundary, because the boundary tells you where to get help for everything else.
Covered by your subscription
Defects and unexpected behaviour. How-to questions about any module. Installation and update problems. Licence and activation. Data import questions. Reproducible performance problems. Security reports. Feature requests, which we log and count.
Not covered
Your server, hosting account or DNS. Email deliverability and spam reputation. Custom development or bespoke reports. Accounting, tax or legal advice. Third-party services such as gateways or WhatsApp providers. Training your staff. Data entry.
Available as paid services
Installation and configuration, done for you. Data migration from Perfex, RISE, Zoho, QuickBooks, Tally or spreadsheets, including opening balances. Chart of accounts setup with an accountant. Sponsored development of a roadmap feature.
Help yourself, faster
The Health page diagnoses most server-side problems in one screen. The FAQ has forty answers. The system requirements, installation and licence pages between them cover the majority of what people write in about.
Four things that halve the round trips.
Send the diagnostics bundle
Settings, Health, Send diagnostics to support. It produces a redacted bundle with your PHP version, extensions, limits, cron status, queue state and recent error codes, and no customer data. Quote the reference it gives you.
Tell us the error code, not the symptom
Because the application is encoded, stack traces are not useful to you. Every error is logged with a stable code such as GYRO-INV-4021. That code tells us the exact line. It does not work costs us a day of questions.
Say what you did, expected and got
Three sentences. What you clicked, what you expected, what happened instead. This is the difference between a reply that fixes it and a reply asking what you clicked.
Pick the right topic on the form
The contact form routes by topic and asks for the extra details that topic needs, such as your hosting and licence key for a support request. It exists to save you a round trip, not to filter you.
If your licence has lapsed
Support pauses with the subscription, with one permanent exception: if you are locked out, cannot export your data, or need help applying a security release, we will help you regardless of billing status. Getting your own data out of your own installation is never behind a paywall.
Something wrong?
Send it with the diagnostics reference and we will reply within one business day.