Gleap

Gleap typical implementation process:

• Sign Up and Access API Key: Register on Gleap, set up your project, and retrieve your unique API key.

• SDK Installation: Choose a method relevant to your stack:

  • For web: Add Gleap's script to your site’s <head> tag or install via npm/yarn for frameworks like React, Angular, Vue.js.

  • For mobile: Integrate using SDKs for Android or iOS (e.g., add via Maven/Gradle, Cocoapods, or Swift Package Manager).

• Widget/Feature Customization: Configure the feedback widget, bug reporting, automations, and communication preferences in the Gleap dashboard.

• Integration with Tools: Optionally, connect Gleap to platforms like Slack, Intercom, ServiceNow, OpenAI, etc., using API or prebuilt integrations.

• Test Implementation: Trigger test events (feedback, bug reports) to ensure data flows correctly and support channels are active.

• Go Live: Deploy changes, start collecting and responding to user data.

Gleap can be highly customized to fit specific business needs, offering a broad range of visual, functional, and workflow options:

• Widget Appearance:

  • Change widget colors, background styles (classic, gradient, images), and primary/button UI colors for visual brand alignment.

  • Upload logos and adjust widget corner radius for ideal positioning and aesthetics.

  • Inject custom CSS for even deeper styling and theme adaptation.

• Branding and Messaging:

  • Add or remove Gleap branding (white-label option for premium plans).

  • Set a custom welcome message, greetings, and show/hide team members or user names.

  • Present real-time or personalized content through greetings and dynamic home screens.

• Content Customization:

  • Edit every text element shown in the widget—tailor language, categories, feedback flow, and communications to audience needs.

  • Translate into multiple languages and localize user experience, or add custom languages for multi-regional support.

• Functional Control:

  • Define, add, reorder, or remove menu items and feedback flows; customize action items, question types, and collected data for reports.

  • Enable or disable advanced options such as video replays, logs, rage click/crash detection, and choose feedback trigger gestures (e.g., shake, screenshot).

• Home Screen Layout:

  • Control ticket display (show/hide ticket title, status, number), menu visibility, and display of the latest message threads.

  • Build your own home screen for the widget to optimize user engagement and align with operational workflows.

• Workflow and Data Customization:

  • Add custom fields, supplement bug reports with extra data, or define completely unique reporting flows for specific business logic.

  • Integrate with ClickUp, Gravity Forms, Segment, Zapier, and many other platforms—building custom automations without code.

• API and Integration Adaptation: Extend Gleap’s functionality through API endpoints, mapping custom events and metadata, batching, and connecting to custom workflows with over 50+ triggers/actions available through platforms like Zapier, Segment, and n8n.

• Team and Role Management: Configure visibility, ticket assignment, and user permissions for tailored operations and support flows.

• Proven in Use Cases: Businesses like agencies, SaaS companies, and B2B2C platforms have used these customization options to match their support structure and branding, as shown in user stories and case studies.

Gleap offers a range of training and support resources for new users to ensure smooth onboarding and continuous success:

• In-Product Onboarding Tools:

  • Interactive checklists to guide step-by-step setup and product adoption.

  • Product tours highlighting key features and how to use the main tools directly within the platform.

• Automated Guidance:

  • Contextual tooltips and in-app messages help users understand next steps and maximize platform value.

  • Automated onboarding emails with personalized advice and tips based on user activity.

• Comprehensive Knowledge Base:

  • Detailed documentation, articles, FAQs, and setup guides for a range of use cases and integrations.

  • Embedded help centers that users can access anytime for self-service troubleshooting.

• Live Chat and AI Support:

  • Instant real-time chat support is available directly within the platform for technical, setup, or best-practice questions.

  • GPT-powered AI bot (“Kai”) provides 24/7 answers for common queries, augmenting human support and ensuring users are never left waiting.

• Customer Support Team:

  • Priority support channels and a dedicated account manager for users on higher-tier plans.

  • Responsive human assistance for issues that require more in-depth troubleshooting or expertise.

• Continuous User Education:

  • Regular updates, best-practice articles, and blog posts covering product usage, onboarding strategies, and tips for getting the most out of the platform.

  • Release notes and in-app announcements keep users up to date with new features and improvements.

• Community and Feedback: Users can submit feature requests and feedback, helping shape the platform’s development roadmap and participating in a collaborative improvement process.

Gleap implements several security and data protection measures to safeguard customer and end-user information:

• GDPR Compliance: Fully complies with the EU General Data Protection Regulation (GDPR), ensuring lawful, fair, and transparent processing of personal data.

• Data Minimization & Retention:

  • Collects only essential data (e.g., Gleap ID, session hash by default).

  • Deletes user data upon account deletion, with retention based only on legal or contractual necessity.

• Encryption & Data Transmission:

  • Uses encryption and secure protocols for data transmission and storage (data is typically processed within the European Economic Area, often in Germany).

  • Employs technical and organizational security measures to protect against loss, destruction, manipulation, unauthorized access, and disclosure.

• Access Controls & Authentication:

  • Implements access controls so only authorized personnel can view sensitive data.

  • Supports Two-Factor Authentication (2FA) for enhanced user and admin account security.

• Pseudonymization & Anonymization: Data is processed in pseudonymized form whenever possible to minimize risks if accessed by unauthorized parties.

• Organizational Oversight: Has an appointed data protection officer responsible for data privacy governance and incident response.

• User Rights & Transparency: Provides users with rights to information access, correction, deletion, restriction, portability, revocation, and objection.

• Security Reviews & Improvement: Regularly reviews and adapts security measures in response to emerging risks and vulnerabilities.

• Cookie and Consent Controls: Informs users of cookie usage and obtains explicit consent for analytics/marketing cookies, as required by EU law.

• Incident Management: Immediate action to address security incidents, and users have the right to contact the data protection authority or Gleap’s DPO for any concerns.

Gleap releases updates frequently and iteratively, following an agile product development approach:

• Regular Release Cadence:

  • Updates are pushed out regularly, often monthly or even more often for SDKs and platform bug fixes.

  • Flutter SDK changelogs and WordPress plugin logs show multiple updates in just a few months, reflecting a commitment to rapid improvement and feature delivery.

• Types of Updates:

  • Updates include bug fixes, feature enhancements, compatibility updates, security patches, and new integrations.

  • Announcements about new features, improvements, and important fixes are generally bundled into release notes.

• Management & Communication:

  • In-app release notes and announcement widgets keep users updated on every change and new feature available.

  • A release notes tool in Gleap helps deliver these updates directly to users within the product, ensuring transparency and immediate access to relevant information.

  • Changelogs are published for all core components and SDKs (e.g., WordPress plugin, Flutter SDK) for developer visibility and technical alignment.

• User Involvement: Feedback is encouraged through user stories and product feedback, which helps shape update priorities and content.

Gleap follows clear policies on data ownership and portability, rooted in GDPR compliance and best practice:

• Data Ownership:

  • Customers (the companies using Gleap) are considered the data controllers and retain full ownership of the data collected via Gleap (feedback, bug reports, chat, surveys, etc.).

  • Gleap (as service provider) processes this data solely on behalf of the customer and does not claim ownership nor use the data for unrelated purposes.

• Portability Rights:

  • In line with GDPR Article 20, users (data subjects) have the right to receive their personal data in a structured, commonly used, and machine-readable format.

  • Customers can request data export from Gleap, which must be provided in a timely fashion, usually within one month.

  • This applies to core user information and any feedback, activity, or other data directly related to the user, not to proprietary analytics or derived profiles, unless requested as part of an access/portability request.

• Account & Data Deletion:

  • Upon account deletion or end of contract, all user data is erased from Gleap systems except for what must be retained to comply with laws or contractual obligations.

  • Explicit data deletion can be requested, and Gleap will process and confirm the removal of all relevant data accordingly.

• Data Processing Limitations: Gleap will not retain, use, or pass on data beyond what is necessary for service delivery, and does not sell or trade client/user data.

• Transparency & Control: Customers can manage, export, or erase their data directly or by contacting Gleap’s support/privacy team.

Terms and conditions for contract renewal and cancellation with Gleap:

• Automatic Renewal: Gleap subscriptions typically renew automatically at the end of each billing cycle (monthly or annually), unless the user cancels before the next renewal date.

• Upgrade/Downgrade Flexibility: You can upgrade or downgrade your subscription plan at any time. Changes will affect your billing amount and may reset your renewal date depending on the change.

• How to Cancel:

  • Cancellation can be done directly through your Gleap account:

    • Log in to your account.

    • Go to Account Settings → Billing or Subscriptions.

    • Click “Cancel Subscription”—follow prompts to complete.

    • You will receive an email confirmation after cancellation is complete.

  • It is your responsibility to cancel before the next billing period to avoid further charges.

• Cancellation Effective Date: When you cancel, access and features typically remain active until the end of the paid period; you will not be refunded for unused time within that term—your subscription simply stops renewing.

• Refund Policy:

  • Refunds are generally not offered for unused subscription time. Exceptions or prorated refunds may be considered in special cases but are not guaranteed by default.

  • For accidental/unintended charges, contact Gleap support within 7 days for possible refund review.

• Contract Termination:

  • Either party can terminate the agreement but must provide appropriate notice and follow required steps. All obligations accrued prior to cancellation remain valid until the end of the then-current term.

• Failure to Pay:

  • If payments are missed or declined, Gleap reserves the right to suspend or terminate access to the platform.

• Data Retention Post-Cancellation:
  • Following cancellation, Gleap will retain user data only as required for legal, contractual, or backup purposes. You can request deletion of your account data after cancellation

Gleap meets the following compliance standards and legal requirements:

• GDPR (General Data Protection Regulation): Gleap explicitly processes data in compliance with the GDPR, ensuring the lawful, fair, and transparent handling of personal information for all users in the European Union.

• DSG (Austrian Data Protection Act): As an Austrian company, Gleap also operates under the provisions of the Austrian Data Protection Act (DSG).

• Telecommunications Act (TKG 2003): Compliance with the Austrian Telecommunications Act for communication and data processing.

• SOC2 Compliance (Industry Standard Security Practice): Gleap is noted to comply with SOC2 standards for hosted plans, including encrypted data transfer, secure credential management, and RBAC (Role-Based Access Control).

• Other Security Measures: Adheres to industry-standard security practices such as encryption at transit and rest, secure access controls, and ongoing risk reviews.