Skip to main content
All CollectionsTrail Support
What Happens After a Bug is Reported
What Happens After a Bug is Reported

Here's what to expect once you've contacted the support team with a bug, issue, or specific developer-related request.

Erica Danielson avatar
Written by Erica Danielson
Updated over a year ago

When you get in touch with us about a bug or a request that needs development work, here is what to expect!

The Support Team operates from 8AM to 4PM (NZDT)
Monday to Friday

All queries sent outside of those hours may have a delayed response.
The team will get back to you during office hours👍

Once a bug has been reported or an issue has be raised with the support team, the query will be processed as follows:

🔵 Non-Urgent Queries

  • The Support Team will aim to acknowledge and respond within 5 working days.

  • The Support Team will give a clear response on the direction of where the query is headed in within 7 working days.

  • The Development Team will aim to have the issue resolved when development resources become available.

🟡 Urgent Individual Queries

  • The Support Team will aim to acknowledge and respond within 4 hours.

  • The Support Team will give a clear response on the direction of where the query is headed in within 1 working day.

  • The Development Team will aim to have the issue resolved within 2 weeks.

🔴 Widespread Critical Issues:

  • Critical issues that interrupt basic functions of the software will be mass communicated out via Intercom (our chat messenger) or email depending on the overall scope/severity of the problem.

  • The Support Team will aim to acknowledge and respond within 4 hours.

  • The Support Team will give a clear response on the direction of where the query is headed in within 1 working day.

  • The Development Team will aim to have the issue resolved in under 72 hours or as soon as possible depending on the situation.

Our Bug Fixing Process

All bugs/issues follow the same process once logged in our system. For all bugs raised, the support team will seek a temporary solution if possible while the development team works on solving the underlying issue. Our resolution process is as follows:

  • We will respond to your request

    • The Support Team will acknowledge and investigate your query. We may ask further questions or ask for more information with the aim to uncover the core issue.

    • This is to gather enough evidence and information to present a bug report to our Development Team.

    • The more information you can give upfront, the quicker we can pass a bug/ request to our Development Team.

  • We will review & prioritise your request

    • The Development/ Products Team will review (or request further info for) the bug report and give it a priority with relation to other reports and development work.

    • Once priority is given, it is then assigned to a developer to work on.

  • We will resolve your request

    • The Development Team does their full research and investigation into the issue with regards to the framework of the software - they then come up with a solution/fix.

    • This fix is then tested in three different testing environments to ensure no other areas of Trail are adversely affected and the solution is working as intended.

  • We will notified you once the resolution is published to our live CRM

    • One of the Support Team members will get back in touch with you to let you know the fix is live! 🎉

    • We will include most bug fixes and software improvements in our weekly software update (patchnotes).

Did this answer your question?