Response Times and Expectations

How long will it take to fix my problem?

Support response and fix times vary. We’re a small team without a guaranteed SLA. Some issues are simple; others require deeper changes or long-term improvements. We aim to help as quickly as possible, but fixes may take time.

It has been 24 hours and I haven't heard back from Tech Support. What should I do?

We appreciate your patience. We review all requests and try to reply as soon as possible. Replies can sometimes be delayed when we’re handling multiple issues at once.

Why can't you give me an exact timeline?

Every issue is different. We investigate, prioritize, and resolve based on complexity and impact. Giving a firm date before we’re sure would risk misleading you.

Can I get priority support?

We don’t offer formal priority tiers. We treat all reports seriously and handle them as quickly as we can, given our size and resources.

Reporting and Communication

I submitted a ticket. Now what?

To ensure timely support, include your Watson Diagnostic Log code, any terrain files needed for investigation, and any screenshots or videos showing the issue. This helps us reproduce, isolate, and fix it in future builds.

Why do you ask for more information instead of just fixing it?

We need details we can’t guess. Logs, steps, and system info help us reproduce and understand the problem properly, saving time overall.

How can I help you fix my problem faster?

Be clear and detailed in your report. Include your Watson Diagnostics Log, steps to reproduce, error messages, logs, and details about your environment. Better info speeds up our response.

You said you’re looking into it. What does that mean?

It means we’ve seen your report and are evaluating it. This includes reproducing the problem, checking code, planning changes, or adding it to our development queue.

What is your policy on abusive or rude behavior toward Support?

We expect all communication with Support to remain professional and respectful. Abusive, rude, or repeated aggressive messages may result in slower responses or losing access to Support entirely. We reserve the right to provide or withhold Support at our discretion.

Bugfix Process

There have been one or more updates since I reported my issue. Why is it not fixed yet?

Not every update will address all reported issues immediately. Some problems are complex or tied to larger changes that take longer to implement. Even while other fixes ship, we may still be working on yours.

Why do you release new features when bugs remain?

We balance maintenance and new development. Fixing all bugs first isn’t realistic, so we work continuously on both. Some fixes require deeper changes that take longer.

Why do you need time to test a fix? Can’t you just ship it?

Quick, untested fixes can break other things. We test changes carefully to avoid creating new problems while solving the current one.