How the Support System Works

Grand Media Station's support system is built into the app and designed around the same privacy principles as everything else: anonymous by default, no PII required, no external accounts.

When you submit a support ticket from inside the app, it is associated with your anonymous license UUID — the same random identifier that handles license validation. I see your ticket and your UUID. That's it.

You are not asked for:

• Your name
• Your email address
• Your location
• Any identifying information

You can include any of those things in your ticket if you want to — for example, if you'd like a follow-up and are comfortable sharing an email address. But the system does not require or request it.

A support ticket submitted from GMS includes:

• Your anonymous UUID
• Your license tier
• The app version you're running
• Your operating system
• The message you write
• A timestamp

Nothing else is collected or transmitted.

Responses are delivered back through the in-app support inbox. You don't need to check an email account or a web portal — the response appears in the app.

If you included contact information in your original message, I may also follow up directly. If you didn't, the in-app inbox is the only channel.

Grand Media Station is an indie product built and maintained by a single developer. I respond to every ticket, but response times are not guaranteed. Complex technical issues take longer than simple questions.

Typical response time: 1–3 business days.

Feature requests submitted through support are tracked. I read all of them. I can't promise every request ships, but I can promise it gets seen.

Support tickets are stored on infrastructure I own and operate. They are not shared with third parties. Tickets are retained for as long as necessary to resolve the issue and for a reasonable period after.

This system was designed to avoid the situation where getting help with your software means handing over your personal data to a third-party helpdesk platform. That trade-off didn't sit right with me, so I built an alternative.