Frequently Asked Questions
Your guide to software delivery disputes and bug resolution with Clearpath
When you report a bug, our support team logs it in a central tracking system and assigns it to the relevant engineering group. We investigate the root cause, communicate a clear remediation plan and update you regularly until the issue is resolved.
Resolution time varies based on issue complexity. Minor discrepancies are often addressed within 3–5 business days, while more involved matters may take up to two weeks. We provide periodic status updates to keep you informed.
Yes. We offer an optional pre-delivery review service. Our engineers walk you through the code base to ensure it aligns with your specifications and highlight potential gaps before the final handover.
If an issue remains open beyond agreed milestones, you can request escalation via your project portal or email support@clearpathup.com. A senior engineer and project manager will then engage directly to expedite resolution.
Absolutely. Every bug fix or software update comes with detailed release notes that describe the issue, the corrective steps taken and any impact on existing functionality.
Feature discrepancies are managed through our change control process. You submit a description of the gap, we assess scope and impact, then propose a measured plan and timeline for any additional work.
If deliverables fall short of the agreed specification, we review the requirements with you, identify misalignments and develop a corrective path that ensures alignment with your objectives.
Yes. We offer tiered post-deployment support plans that include monitoring, issue triage and on-demand bug resolution. You can choose the level of coverage that suits your project needs.
We assign a dedicated point of contact for each case and schedule regular check-ins. Updates are shared via email summaries, status dashboards and optional video calls.
Please provide a clear description of the issue, steps to reproduce, screenshots or logs and the environment details where the bug occurred. The more context you supply, the faster we can diagnose and fix it.
We facilitate structured discussions between your team and our engineers, mediated by a project manager who guides both parties toward a mutually acceptable outcome.
Certainly. You can book a session through our online calendar or by emailing support@clearpathup.com. Meetings can be held in person at our Bern office or via secure video conference.
All work is conducted under strict access controls and encryption standards. We follow industry best practices, including secure code reviews and isolated testing environments.
We adhere to ISO 9001 principles and maintain internal checklists that cover code integrity, regression testing and customer acceptance criteria before closing any issue.
Each ticket is monitored through our online portal. You’ll receive a unique reference number and can view real-time progress, comments and next steps at any time.