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Support Request Turnaround Times
We prioritize requests based on urgency to ensure efficient resolution.
As a rule of thumb our turn around times are as follows, or sooner:
We start working on these as soon as we get them and try to have them figured out in less than 24 hours
Since Flourish is a large system it's rare for the entire system to be unusable at any given time. While we work on repairing the affected module other areas of Flourish are usually able to be worked with. If Flourish is running, but completely unusable, please let us know in your support request so it can be put higher in the queue.
These are bugs that don't render Flourish unusable, but they severely affect the way in how it's used. Ex: Names not auto filling in forms, Broken Splash Screens, etc
These are bugs that are minor annoyances, but don't affect the usability of Flourish Ex: Misspellings, broken links in a single location,(when all other links navigate properly), missing icons, aesthetic fixes, etc
Bulk data corrections can vary by complexity. Some are really quick to fix, and others require us to develop a strategy to make fixes without compromising the rest of your data. The team and I will assess these as they come up and try to communicate an estimate on how much time we expect it to take. Examples: Deleted or missing data Time Zone Corrections Data Imports/Exports Moving data from one spot to another
We appreciate your patience with us as we work on your system! We will always do everything in our power to get requests taken care of as fast as possible.
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