Support Policies
This document outlines what customers can expect from JobStaq support.
Support Channels​
Email​
JobStaq primarily offers email-based support, via [email protected]. This allows us to prioritise requests to ensure all users are getting responses within an appropriate timeframe, and makes it easier for us to manage cases where multiple users are reaching out about the same issue. Unless you have a contract with JobStaq which specifies otherwise, support is operated on a best-efforts basis, with no guarantees for response times - although, emails are typically answered within a few hours within working hours.
To ensure the security of your data, we may refuse requests involving access to or modification of account data if they are submitted from an email address not associated with an active employee on your account, or from a user without sufficient permissions to carry out the request.
Calls​
You can email us to arrange a Teams or phone call when email isn’t the most effective way to support your request (for example, onboarding demonstrations). We don’t currently offer inbound phone support.
Documentation​
Our documentation website (you're here!) offers a growing collection of resources for common questions. You may be referred back here from other support channels.
Scope​
What's Included​
Your subscription fees include access to support for the following:
- General assistance in how to use the software
- Guidance on how to configure your account
- Investigating & resolving bugs (provided sufficient information to reproduce an issue are given)
- Discussion around feature requests, including new features entirely, enhancements to existing features, or industry-standard forms (though, we are unable to commit to if/when these will be developed)
- Billing support
- High-level explanations of JobStaq’s security practices, data handling, and compliance posture (excluding legal or regulatory advice)
What's not Guaranteed​
When we have support capacity available, we try our best to assist with all enquiries without additional charges. However, we reserve the right to provide a quote for work outside standard support to let you decide whether you wish to proceed.
A few examples of common requests which are not covered by the standard support:
- Custom feature development; bespoke product changes; changes to prioritisation of development work
- Bug reports without sufficient data to re-produce the issue
- Configuring your account for you (eg. setting up custom forms)
- Investigating bug reports relating to per-account configuration (eg. why users can perform certain actions when using custom roles)
- Assistance with products not provided by JobStaq (eg. recommendations on other software, support for DNS configuration)
- Assistance importing data from another software solution (we offer a self-serve CSV import flow, and you can import data from supported software, such as accounting integrations)
- Investigation into issues impacting no other users, in case of excessive support volume from a single customer
- API/webhooks support
- Generating custom data reports from data in your JobStaq account
- Issues with third-party systems we are not in control of (eg. email delivery, missing address lookup data)
Fair Use​
Our support is designed to provide reasonable assistance to all customers. In cases where a customer’s support usage is significantly higher than expected, and not driven by platform issues or bugs, we may review the level of support being provided.
Where appropriate, we may suggest alternative arrangements, such as paid support, professional services, or adjustments to how support requests are handled.