Table of Contents

Contacting our Customer Support

Scheduling a Meeting

Receiving Platform Clarity

Reporting a Platform Issue

Reporting a Platform Idea

Contacting our Customer Support

Our customer support team is available at support@milkcrate.tech and will respond within 1-2 business days. 

Scheduling a Meeting

We have some meetings that all customers should have on their calendar. Please contact our support team if you would like to set up one of these meetings. 

• Kick-Off Meeting: Reviewing the platform core concepts, identify the user, identify AARRR metrics, identify App Features, disseminate tasks.
• Modifications Meeting(s): Based on past meetings our team will present high fidelity mockups for your team to review and request adjustments. 
• Training Meeting(s): A MilkCrate representative will explain to your staff or users how the Admin and app work so everyone understands how to use the tool.
• Marketing Meeting(s): Our team will review your app and marketing approach, our team will assist with some asset creation but most marketing duties will rest on your staff.
• Reporting Meeting(s): Meetings will be held to review reports 2 weeks after launch, 1 month after launch, and then quarterly.
  
• Interview(s): Our team will sit down with a specific stakeholder at your organization to understand their perspective and needs.
• Additional Service Meeting(s): If your organization is interested in any of our additional services we will have meetings related to those requests.
  

Receiving Platform Clarity

If you are confused about how the platform works our team can assist over the phone or via email. The best way to contact us is by emailing support@milkcrate.tech. You can also request another training meeting. 

Reporting a Platform Issue

If you are having an issue please email support@milkcrate.tech if the issue is time-sensitive please call 484-441-3336. We recommend following the steps below before contacting our team about issues.

Check the Feature’s Documentation

See first if it performs that way on purpose.

Clear Cache & Refresh

If this is a problem in the Admin, your computer stores cache associated with older versions of the platform clearing you cache may help with slowness, trouble loading, etc.

Refreshing the Admin may solve a handful of issues you are experiencing with the Admin, including slowness, trouble loading, etc. These issues may occur if the platform is being updated, or has been updated, on the backend.

Chrome

Windows/Linux: Hold down Ctrl and click the Reload button. Or, Hold down Ctrl and press F5.
Mac: Hold ⇧ Shift and click the Reload button. Or, hold down ⌘ Cmd and ⇧ Shift key and then press R.

Firefox

Windows/Linux: Hold the Ctrl key and press the F5 key. Or, hold down Ctrl and ⇧ Shift and then press R.
Mac: Hold down the ⇧ Shift and click the Reload button. Or, hold down ⌘ Cmd and ⇧ Shift and then press R.
For Internet Explorer: Hold the Ctrl key and press the F5 key. Or, hold the Ctrl key and click the Refresh button.

What are bugs & why do they happen?

Bugs are a natural component of software. A software bug is an error, flaw or fault in a computer program or system that causes it to produce an incorrect or unexpected result, or to behave in unintended ways. Please refer to the help article section to review the intended functionality of all of our features.

We are actively working to perfect the process of managing bugs that are found in our platform. This means our team has now mandated that all feature improvements and new features will undergo rigorous testing. We recognize the importance of balancing bugs, features and fulfilling platform enhancements.

How do we prioritize bugs?

Non Critical Bug: This is something that was designed in the platform but is not working as it should but doesn’t impact. Management of noncritical bugs are managed during sprint planning.

Critical Bug: Did the app crash? Is a core feature unusable? Does it seem like over 25% of active users are facing this issue? If so, this would be a critical bug and we will typically try to solve the issue and send a new version of all customer apps to Apple App Store and Google Play Store for review as soon as possible.

Platform Enhancement Bugs: Please refer to your Additional Services agreement to review the scope assigned to your additional services. If you believe we have not met our obligations we are happy to review. Once we have agreed that it was in scope we will immediately assign critical bugs to the current sprint and minor alterations to the following sprint.

Reporting a Platform Idea

If you have an idea of how the platform could be improved please email our support team.