Please refer to our Contact page.
24/7 Support
Contact Support if you have any questions or need further clarification. Support hours may vary based on your entitlement.
Do I have access to Support?
Access to GIT Standard Support is included with your trial to any GIT Services and is available for the duration of your contract. Full Support is included with all Enterprise Edition Purchases. Please refer to the demo request form to start a trial.
Where can I find policies for my Support entitlement?
Navigate to the Privacy policy.
What issues are included in Support?
- Installation, activation, and download assistance
- Configuration and basic “how-to” questions
- Access to major and minor releases (limited support provided after 30 months of the product release)
- Bugs or defects in one of the GIT applications. Bugs or defects are defined as a verifiable and reproducible software problem or error that causes a failure of an unmodified version of GIT’s software product(s) to operate substantially in accordance with applicable end-user documentation.
What should my case include for the fastest response?
Providing more information when contacting support to expedite the resolution.
Useful information can include:
- Screenshots
- A detailed description of the issue
- Solutions or troubleshooting already tried
What issues are excluded in Support?
- Troubleshooting of software that has been modified by the end-user.
- Products installed outside or not in accordance with the Product Documentation.
- Issues with Third Party technologies (such as Javascript, SQL Queries, or APEX code).
- Custom solution development or integrations.
Does Support offer Service Level Agreements (SLAs)?
No, GIT does not offer formal service level agreements (SLAs) on support issues.