Contacting the Support Team:

💬 Chat Messenger: Click the blue & white button at the bottom right within Trail

📧 Email: support@gettrail.com

📞 Phone: 09 600 1600

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


For all bugs raised, the support team will seek a temporary solution if possible while the development team works on solving the underlying issue.

Widespread 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.

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.

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.

The Support Team operates from 7AM to 5PM (New Zealand Standard/Daylight Time) Monday to Friday.

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

Our Bug Fixing Process:

All bugs/issues follow the same process once logged in our system. The process is as follows:

  • We will respond to your request

    • The Support Team will acknowledge and overview your query.

    • Depending on the complexity, the Support Team may contact you for further information or discuss the issue with our Development Team.

    • The issue is clearly outlined before review. This can be significantly sped up depending on the quality of the report given to the Support Team by the user.

    • The outcome is clearly outlined. The Support Team will work with the user to achieve the desired result.

  • We will review & prioritise your request

    • The Support Team will investigate, test, and aim to uncover the core issue.

    • This may result in a change of the urgency/priority of the query as we come to a better understanding.

    • The Development Team and Support Team decide together on the priority of the query in relation to the other queries that are currently in the system.

  • We will resolve your request

    • Full research into the issue is done at this stage. The Development Team identifies all area of the software that this issue could affect and plans out a process for fixing the issue from the framework of our software.

    • Our developers will work to ensure that the issue is fixed moving forward and no other areas of Trail are adversely affected.

    • The fix for the issue will pass through several stages of testing. During this process, all areas of Trail that have been affected by the issue will be tested thoroughly.

    • The testing process follows three stages: testing on the localhost, user acceptance testing, and on the live CRM. Testing through these stages ensures the fix works as intended across all environments.

  • 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 the original user(s) who reported the issue.

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

Bespoke Tasks

All bespoke tasks that are performed by the support or development team will incur a charge relative to the amount of time it takes to complete. Examples of this include:

  • Exporting customised client information for reporting

  • Management of selling Trail Books

  • Bespoke changes to your Trail platform

  • Bulk developer actions (changing client data)

If you would like a bespoke task to be completed by our support team or development team, inquire by emailing support@gettrail.com for a price quote.
Our usual rate for bespoke tasks is $150+GST per hour of work.

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