This guide explains how to get help from Gorilla Dash: who to ask first, the ways to reach us, how quickly we aim to reply, and what to do when a website or the platform itself has stopped working. It is worth reading once before you need it, because the fastest route in an emergency is not the same as the one you would use for a question about how something works.

Ask your own head office first

Many organisations run their own support desk inside Gorilla Dash. If you work in a tribe — one location, branch or business unit inside your organisation — then your first stop is your own head office, not us. They know how your business has been set up, which prices and permissions are deliberate, and what your team is supposed to be doing. We do not.

When head office finds that the problem is with the product rather than with your business, they escalate the ticket to us and the whole history comes with it. Nothing is retyped, and you do not have to explain it twice.

The ways to reach us

Whichever route you use, the result is the same thing: a ticket with a number, which you and we can both see and reply to. It is not an email sitting in one person's inbox while they are on leave.

How urgent is it?

We work to four levels. The level is decided by how much work is being stopped, not by how annoying the problem is, and it sets how quickly you get a first response.

You do not set the level yourself on the form, because the same symptom means very different things in different businesses. What you can do is make the impact obvious in the first line of your message: say how many people are affected and whether they can still work. A message that begins "this is stopping everyone in all four tribes from taking orders" is read differently from one that begins "when you get a minute".

Support hours where you are

Gorilla Dash supports customers in three regions, and each has its own support hours in its own local time. Your ticket is measured against the hours of the region you are in, not ours.

The response times in the table above are counted in support hours, not in hours on the clock. A High ticket raised at 16:00 on a Friday has one of its four hours used by the end of that day and the remaining three on Monday morning; it does not quietly expire over the weekend. Critical is the exception and is answered at any hour of any day, including weekends and public holidays.

When a website or the platform is down

Before you report an outage it is worth spending one minute working out how wide it is, because that is the single thing that decides how we respond. A problem affecting everybody is handled differently from one affecting one computer, and the checks below take far less time than an exchange of questions would.

1. Try a second device on a different network — your phone with wi-fi turned off is ideal. If it works there, the problem is your own network or browser rather than the site.
2. Try another part of the product. One screen failing is a different problem from nothing loading at all, and saying which it is saves a round trip.
3. Ask one colleague, ideally somebody in another tribe. Whether it is everyone or only you changes the level the ticket is treated at.
4. Note the time it started, in your own time zone. This is the detail people most often forget and the one that most often finds the cause.

What to tell us

• The exact web address you were on when it failed — the whole address, not just the name of the site.
• What you see — the exact error text, or a photograph of the screen if you cannot copy it.
• When it started, with your time zone.
• Who is affected — everybody, one tribe, or just you.
• What you had just done before it failed.

Reporting an emergency

There are two ways to report a Critical problem, and both alert the same on-call team at any hour of any day. That is the reason they exist separately from the ordinary support form: an email raised at two in the morning waits until somebody opens their inbox.

The Emergency Support button

Go to gorilladash.com/support and select Emergency Support. You do not need to be signed in, which matters when the thing that has broken is signing in. Choose what has stopped working, give the website address if the problem involves one, and describe what is happening in a sentence or two. You will be given a ticket number on screen as soon as it is sent.

The emergency hotline

When you cannot get to a browser, send a text message to +61 000 000 000. Include your name, your organisation and one sentence describing what has stopped. For example: "Jane Smith, Signarama Melbourne — our website has been showing a 500 error since about 9:10am." That is enough to start on.

What happens next

1. You are given a ticket number — on screen if you used the button, by return text if you texted. If neither arrives, assume the report did not reach us and telephone instead.
2. The engineer on call is alerted straight away. If they have not picked it up within ten minutes, a second person is alerted.
3. A person replies to you inside 30 minutes with what is known so far.
4. You are kept updated on the ticket until the problem is resolved, rather than having to ask.

Both are a way in, not a place to hold a conversation. Once the ticket exists, put the detail, the screenshots and the follow-up questions on the ticket, where everybody working on the problem can see them. Texting costs you whatever your own carrier charges for a message; we do not charge for it.

While something is critical

• Give us one contact who will be reachable until it is resolved, and say how to reach them. Four people reporting the same outage separately slows it down rather than speeding it up.
• Tell us if it comes back on its own. You will often see it before we do, and a problem that fixes itself still needs explaining.
• Keep it on the ticket. A side conversation by text or private email is invisible to everybody else working on it, and it is the usual reason two people end up doing the same thing.

After it is fixed

When a Critical problem is resolved you are given a short written account on the ticket: what broke, what was done about it, and whether it can happen again. If it can, it says what is being changed so that it does not. Ask for it if it has not arrived within two business days — it is something you should expect rather than have to request.

What these response times do not cover

We will always help you work out what has gone wrong, but we cannot promise a response time for something that is not ours to fix.

If a ticket has gone quiet

1. Check the status first. Waiting on User means somebody asked you a question and the email was missed; both sides are then waiting for the other.
2. Reply on the ticket itself asking where it stands. That puts it back in front of whoever has it.
3. If it is genuinely stuck, say so plainly and say what it is now costing you. That is not rude, it is the information needed to move it up the list.
4. Do not open a second ticket for the same problem. It splits the history in two and both halves get less attention than one would have.