What support will cover, stated plainly.
Gyro Suite is not on sale yet, so nobody needs support today. This is the plan for launch: support by email, included with every subscription, and answered by people who work on the product. Rather than a badge claiming 24/7, here is the scope we intend and, more usefully, what will not be covered and what to do about those things instead.
Reply times: not promised yet
A reply time is a promise, and we will not make one before we know the volume we will be answering. The channel, the hours and the targets will be published on this page before the first sale.
Two things are already fixed. Security reports are read first, every day. And help getting your own data out of your own installation will never sit behind a paywall or a lapsed subscription.
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.
Planned: 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.
Planned as paid services
Installation and configuration, done for you. Data migration from another system or from spreadsheets, including opening balances. What each covers and costs will be published before launch.
Help yourself, faster
The Health page diagnoses most server-side problems in one screen. The FAQ answers the common questions. The system requirements, installation and licence pages between them cover the majority of what people write in about.
Four things that will 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 will pause 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.
A question before launch?
Ask it. The people who answer are the people building the product.