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Support

Reach the team directly — no ticketing portal, no phone tree. Every email is read by a named human within the SLA below.

Get in touch

Email: support@customercompass.ai

We monitor the inbox from 09:00 to 17:30 UK time, Monday to Friday, excluding English bank holidays.

Support SLA

The commitments below are the numbers we ship to the Xero App Marketplace certification pack. Enterprise agreements with tighter SLAs are available on request via the escalation path below.

  • Initial response: Within 2 business days (UK, Mon–Fri excluding English bank holidays). Initial response means an acknowledgement from a named human, not an autoresponder.
  • Service uptime: 99.5% monthly average, measured over each calendar month and excluding scheduled maintenance and events outside our reasonable control. Full text on the Security Statement.
  • Ongoing cadence: Once a ticket is open, the responder agrees the cadence with you. Availability incidents affecting production are handled through the incident-response playbook, not the standard queue.

See the Security Statement §9 (Service Level Agreement) for the full contractual wording and the pen-test cadence.

How to get the fastest help

To help us reproduce and resolve the issue quickly, please include the following when you email in:

  1. The action you were taking (for example, running a scan, connecting Xero, opening the Actions tab).
  2. The Xero organisation name (or the last four characters of the tenant ID if you would rather not share the name).
  3. The rough time in UK time when the issue happened — this lets us match to the audit trail.
  4. A screenshot of the error or the browser console output if you can capture it.

Escalation

If your query is time-sensitive and you have not had a response within 2 business days, or if you believe your issue is a security matter, escalate directly to the Data Protection Officer at chris@digitaltactics.co.uk.

Security disclosures

If you believe you have found a security issue, please email chris@digitaltactics.co.uk with the details. We aim to acknowledge within one business day. We do not currently run a public bug-bounty programme — see the Security Statement §7 for the responsible-disclosure policy.