Client support
Support for active clients.
We are here to help you get the most from your project. Find guidance on onboarding, releases, issue reporting, and how to reach us.
Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time
Onboarding Help
Starting a new project with us? We will guide you through the onboarding process, including access setup, team introductions, and project kickoff. Your Client Partnerships Lead will be your main contact throughout.
- Project kickoff and team introductions
- Access to project management tools and documentation
- Technical environment setup and requirements
- Communication protocols and meeting schedules
Release Notes Guidance
We provide clear release notes for every software delivery. Each release includes what changed, what was fixed, and any actions you need to take. We also offer walkthrough sessions for major releases.
- Detailed release notes with every delivery
- Walkthrough sessions for major releases
- Migration guides when needed
- Rollback procedures documented in advance
Issue Reporting
Found a bug or unexpected behavior? We take issue reports seriously and respond quickly. Provide as much detail as possible, including steps to reproduce, screenshots, and the impact on your operations.
- Priority assessment within one business day
- Clear communication on fix timelines
- Workarounds provided when possible
- Post-fix verification and confirmation
Accessibility Feedback
We are committed to building accessible software. If you encounter accessibility barriers or have suggestions for improvement, we want to hear from you. We take accessibility feedback seriously and prioritize fixes.
- WCAG 2.1 AA compliance standard
- Screen reader and keyboard navigation testing
- Rapid response to accessibility barriers
- Ongoing accessibility improvements
Security Concerns
If you discover a security vulnerability or have concerns about data protection, please report it immediately. We take security seriously and will respond promptly to assess and address the issue.
- Immediate acknowledgment of security reports
- Rapid assessment and response
- Transparent communication about remediation
- Post-incident review and documentation
Response Targets
We maintain clear response targets so you know what to expect. Critical issues receive immediate attention, while general inquiries are addressed within one business day.
- Critical issues: Response within 2 hours
- High priority: Response within 4 hours
- Medium priority: Response within 1 business day
- General inquiries: Response within 1 business day
Need to reach us?
Whether you have a question, need to report an issue, or want to discuss your project, we are here to help.