Support and legal terms

Two menu entries near the bottom of the menu, both genuinely built, and both worth knowing before you need them.

Support

Where

Support

Plan

All plans

Permission

Support → Ticket

Available on every plan. This is how you reach SaleSprint itself — not your own customers.

How to raise a ticket

1. Go to Support.
2. Click New ticket.
3. Fill in the Subject and choose a Type — Support, Enquiry, Billing, Bug or Feature request.
4. Choose a Priority: Low, Normal, High or Urgent.
5. Add a Related reference if it helps — “e.g. an invoice or order number”.
6. Describe the problem under How can we help?
7. Attach files if you need to — up to 10 files, 10 MB each.
8. Click Submit.

You get a confirmation email, and the ticket appears in the list with the conversation beside it.

Attachments need a connection

Files upload as soon as you pick them. Unlike most of SaleSprint, this part does not work offline.

What the statuses mean

Status	Meaning
Open	with SaleSprint
In progress	someone is working on it
Pending	waiting on you — the list flags these as Awaiting you
Resolved	SaleSprint believes it is fixed
Closed	finished

Pending is the one to watch. It means SaleSprint has answered and is waiting for your reply, not the other way round.

Replying, closing and reopening

Type in the Reply box and click Send. Replying to a ticket that is Pending or Resolved reopens it.

Click Close when you are done. The confirmation notes “You can reopen it within 14 days if you need to.” After that you must raise a new ticket.

A resolved ticket closes itself after seven days

If SaleSprint marks a ticket Resolved and you do not reply, it closes automatically a week later. Nothing on screen tells you this is coming.

If a resolution did not actually fix your problem, reply rather than leaving it.

Once a ticket is Resolved or Closed you can rate it out of five and leave a comment. You can change your rating afterwards.

Response times are not shown anywhere

SaleSprint works to internal response targets that vary by priority — roughly an hour for Urgent down to three days for Low — but the app does not display a countdown or a due time, so do not expect to see one on your ticket.

Legal and compliance

Where

Legal & compliance

Plan

All plans

No permission is needed to look at this screen — everyone can. Accepting needs to be an owner or administrator.

The page is headed Terms & agreements and holds three documents: Terms of Service, Privacy Policy and Data Processing Agreement. Each shows a badge — Accepted, Pending, Overdue or No action needed — the version, when it took effect, and when you accepted it.

How to accept updated terms

1. Go to Legal & compliance.
2. Click Read on the document to see the full text.
3. Click Accept.

One person accepts on behalf of the whole workspace — everyone else is then covered.

An ordinary staff member cannot clear this

Without the acceptance permission the screen shows “Only an owner or administrator can accept these documents on the workspace’s behalf.” If you are the only person in the office and you are not an administrator, you cannot unblock the workspace.

What happens if nobody accepts

When new terms are published you have a grace period — 30 days by default — and during it a dismissible banner appears asking you to review them. Nothing is blocked.

After the deadline the whole app stops

Past the deadline every screen is replaced by a full-page Acceptance required notice listing the overdue documents, with one button to the legal page. It cannot be dismissed. The only other option is to sign out.

The legal lock is harder than the billing lock

This catches people out, so it is worth stating plainly:

	Billing lock (unpaid bill)	Legal lock (unaccepted terms)
Blocks	changes only — you can still read everything	everything, including just looking
Support tickets	still work, deliberately	blocked

You cannot contact support while locked out of terms

The billing lock specifically leaves the support desk open so you can ask for help. The legal lock does not — raising or replying to a ticket is blocked along with everything else.

So “contact support” is not a way out of a terms lock. Accept the terms, or reach SaleSprint by email or phone outside the app.

Both locks can take up to a minute to appear or clear after the underlying situation changes, and both let you through if the check itself fails.

Related

• Plans and billing — why the billing screens are empty
• Roles and permissions