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
The Support Team operates from 8AM to 4PM (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 👍
Once a bug has been reported or an issue has be raised with the support team, the query will be processed as follows:
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.
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 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).