Support
TickPax is a small operation, and support goes straight to the people who build it. There is no ticket portal and no first-line script.
Getting help
| What you need | Where to write |
|---|---|
| Something is broken, a proposal looks wrong, a question about your plan or invoice | contact-us@tickpax.com |
| Access, correction or deletion of personal data; a signed DPA; anything privacy-related | privacy@tickpax.com |
Privacy requests are answered within one month, as set out in the Privacy Policy. Everything else we answer as quickly as we can — we would rather not publish a response time we cannot keep at this stage.
What to include
For anything involving a specific estimate, these four things usually resolve it on the first reply:
- Your Azure DevOps organization name.
- The work item id, and the date of the session in question.
- What the proposal said, and what you expected instead.
- Whether the proposal was pending, approved, or rejected when you noticed.
Please do not send source code or screenshots containing credentials. TickPax never reads your source code, and support does not need it to diagnose an estimate.
Before you write
Two things account for most surprises, and both are working as designed:
- An estimate looks like a flat minimum. A session built from a single commit has no interval to measure, so the figure falls back to a floor derived from how much code changed. It is a limit of what Git records, not a judgement about the work.
-
Work that is not linked to a work item. TickPax matches an untracked
commit using the reference its author wrote —
#123in the commit message, or the number in the branch name. With neither, it will not guess.
Documents
- Terms of Service
- Privacy Policy
- Data Processing Addendum — GDPR Article 28 processor terms and the sub-processor list