Common questions about our support process and what to expect when you need help.
Getting Support
What issues does support help with?
What issues does support help with?
We provide support for:
Troubleshooting system problems and identifying root causes
Guidance on using features (estimates, contacts, letter templates, etc.)
Best practices and product training
Integration support with official partners (eversign, Twilio, Xero, Stripe, Google Workspace, SSO)
Bug identification and reporting
Implementation and configuration guidance
We don't provide support for:
Users without a valid G.J. Software Licence Agreement
Staging environment issues
Custom development requests
Third-party applications (except official integration partners listed above)
General IT issues (computer repair, antivirus, printers, OS updates)
How do I contact support?
How do I contact support?
You can reach us in two ways:
From G.J. Software: Click the Help dropdown (top right) → Send request to support
By email:
Australia: support@gjgardner.com.au
New Zealand: support@gjgardner.co.nz
Can I get support on weekends?
Can I get support on weekends?
Weekend support is available only for Priority 1 (critical) issues. If you anticipate needing weekend assistance, contact us in advance to check availability.
Can I request a phone call with support?
Can I request a phone call with support?
Yes, but please provide all requested information first (logs, screenshots, detailed descriptions). This often speeds up resolution and may solve your issue before a call is needed.
Bugs and Feature Requests
I reported a bug. What happens next?
I reported a bug. What happens next?
When you report a bug:
Our team investigates and replicates the issue
If confirmed as a bug, we create a report for our development team
We look for temporary workarounds while a fix is developed
You'll receive updates as we work on it
You'll be notified when the bug is fixed and deployed
If multiple people report the same bug, we link all reports together and update everyone simultaneously.
How are bugs prioritised?
How are bugs prioritised?
Bugs are prioritised by their impact:
Priority 1 (Critical): You're completely blocked, no workaround. Target response: 4 hours
Priority 2 (High): Important features broken or severely degraded. Response: within 1 business day
Priority 3 (Medium): Not working as expected, but workaround available
Priority 4 (Low): Minor cosmetic or non-critical issues
I have an idea for a new feature. How do I suggest it?
I have an idea for a new feature. How do I suggest it?
Visit feedback.gjgardner.com to:
Submit new feature requests
Vote on existing suggestions
Add comments with your use case
Receive automatic updates on requests you've interacted with
We review all suggestions, and your votes help us prioritise what to build next.
Why hasn't my feature request been implemented yet?
Why hasn't my feature request been implemented yet?
We receive many feature requests and prioritise based on:
Number of votes and affected users
Impact on the franchise network
Alignment with our product roadmap
Technical feasibility
Not every request can be implemented, but we consider each one carefully. The features with the most votes and clearest business impact are more likely to be prioritised.
Where can I see what's been fixed or released recently?
Where can I see what's been fixed or released recently?
Check our changelog for the latest bug fixes, new features, and improvements.