Support Policy

Details on Good Growth's 24-hour Support offering.

Confirming the issue is related to GGT

Before contacting our support team, it should be confirmed that the issue is with something that GGT is deploying.
This can be tested by adding a query parameter to the end of the URL for page that you are viewing to disable GGT. This will allow you to determine if it is GGT causing the error or if the issue is with the underlying site or another third party.
The query parameter that should be added to the URL is amigo-override-shutdown=1. Add it manually or use the tool below:
This will ensure that GGT does not load so you can then check whether the issue persists.
  • If it does persist, this is not an issue with what GGT is showing on the site.
  • If the error does not persist, then you can contact the support team via the below means.

Contacting support

Business hours

Our business hours are between 09:00 - 17:30 UK time.

Contacting within business hours

During business hours you can reach out directly to anyone from your project team for any technical questions. You can also use the support email listed below to raise any issue.

Using the 24/7 support mail

Our support mail support@goodgrowth.co.uk is available 24/7. When using this, please take note of the issue severities below.
If the word “Critical” or “Urgent” is present in the mail's subject or body, it will automatically be labelled as Critical, thus paging a 24/7 on call engineer.

Issue severities

criticalhighmediumlow
Acknowledgement
5m within business hours15m outside of business hours
next working daynext working daynext working day
Response1 hour1 working day1 working day1 working day
Resolution1 day3 working days5 working days10 working days
DefinitionA problem with a live experience that results in a significant drop in service to the end user.An issue blocking a particular part of the journey and preventing a user from accessing key information.A glitch with an experience, but it doesn't affect everyone. Or a larger styling issue.Minor styling issues.
ExampleAn experiences is preventing a user being able to transact on the website.A subset of the audience is unable to see the experience.A pop up is not displaying correctly, which makes it difficult (but not impossible) to fill out.There is not enough spacing on mobile, or an incorrect font size has been used.