Support Policy
Last updated: April 13, 2026
How to Reach Us
The best way to get help is to email us at contact@gritship.com. We read every message personally.
Response Times
| Plan | Response Time |
|---|---|
| Pro | Within 24 hours on business days |
| Free | Best effort, typically within 48 hours |
Business days are Monday through Friday, excluding US federal holidays. Emails received outside business hours will be addressed on the next business day.
What We Help With
- Account issues — login problems, password resets, account deletion
- Billing questions — subscription management, invoices, refunds
- Bug reports — something not working as expected
- Feature questions — how to use a specific feature
- Data requests — export assistance, privacy requests
What's Outside Our Scope
- Custom development or integrations for individual accounts
- Training sessions or onboarding calls (refer to our Documentation)
- Support for third-party tools or browser extensions
Bug Reports
When reporting a bug, include as much detail as possible to help us resolve it quickly:
- What you were doing when the issue occurred
- What you expected to happen vs. what actually happened
- Your browser name and version
- Screenshots if applicable
Service Status
If GritShip is experiencing downtime or degraded performance, we will communicate updates via email to affected users. For widespread outages, we will also post updates on our social channels.
Feature Requests
We welcome feature suggestions. Email us at contact@gritship.com with your idea. While we can't implement every request, we review all suggestions and prioritize based on user demand.
Escalation
If you feel your issue hasn't been adequately resolved, reply to your existing support thread and ask for escalation. We take every concern seriously and will follow up promptly.