Support Policy

SmartAsElephant is dedicated to providing an exceptional customer experience. As a crucial aspect of this commitment, we offer limited technical support for all paid projects running on our hosted SmartAsElephant platform. Technical support is confined to the scope, hours, contacts, and channels below.

Scope

SmartAsElephant's support offering is available only for the technologies supported by the SmartAsElephant Platform and is restricted to the following:

Configuration Issues

  • Installation of extensions
  • Best practices for auth configuration
  • General questions about the syncroforms stack

Troubleshooting

  • Providing workarounds or resolutions for known problems
  • Answering general how-to questions and providing pointers to documentation
  • Troubleshooting supported software packages (Table Editor) exhibiting erratic or faulty behavior on SmartAsElephant, independent of the user's application code

Not Covered

SmartAsElephant technical support services do not extend to the following areas:

  • General debugging of user applications
  • Rewriting application code for compatibility with SmartAsElephant
  • Modifying and/or patching third-party or Open Source software packages for compatibility with SmartAsElephant

Who can contact support?

Billing and account management support is available to all customers.

Limited technical support is accessible for SmartAsElephant customers utilizing paid SmartAsElephant resources and/or paid SmartAsElephant Add-Ons. Support requests will only be processed if:

  • The request is made through one of our official support channels (see below)
  • The request originates from a registered SmartAsElephant account email address

Official Support Channels

  • Web and Dashboard: Support is available exclusively through the SmartAsElephant help feature in the dashboard or this website -https://syncroforms.com/support/new
  • Email: If for some reason you are unable to access the dashboard or ticket from you can contact support by emailing support@syncroforms.com from a registered SmartAsElephant account email address

Community Support

SmartAsElephant support staff will only address support requests received through the official channels mentioned earlier. However, community channels may exist for peer-to-peer support and discussions. This is support provided by volunteers that contribute to the SmartAsElephant community.

For questions related to debugging code, we recommend reaching out on GitHub Discussions or on Discord. The community is made up of experienced teachers who may be able to provide guidance and support with related issues.

To get the most helpful response from the community, providing precise and detailed information about your problem and any error messages you may be encountering is important. Be sure to include any relevant snippets explaining how to reproduce the issue in your message.

Please note that SmartAsElephant team members may participate in community channels at their discretion, but there is no guarantee of response for support issues unless they are submitted through one of the official channels above.