Frequently asked questions

A multi-tenant SaaS platform that unifies timesheets and ticket/project tracking under one hierarchy: Client → Project → Ticket → Employee. Every hour logged ties back to a specific ticket, which rolls up to a project budget, which rolls up to a client invoice — one thread from work done to money billed, with an AI assistant layered on top whose access is scoped by the same permission system as everything else.

No. The Free tier — up to 10 users and 5 projects, with real time tracking, Kanban boards, approvals, and basic reporting — never requires a card and has no time limit.

Every time entry can reference a specific ticket, whether logged by timer, manual entry, or the weekly grid. A ticket's estimated-vs-actual hours are fed directly from the time entries logged against it. Time can also be logged against a project with no ticket for general work like meetings or admin.

Up to 10 users on Free. Studio raises that to 50 users (and 25 projects), Agency to 200 users (and 100 projects), and Enterprise removes the cap entirely. Creating a user beyond your plan's limit is blocked with a clear upgrade prompt rather than a silent failure.

Downgrading your subscription reverts your org to Free-tier limits — nothing is deleted. Actually deleting an organization goes through a separate, deliberate process with a minimum 30-day grace period before anything is destroyed, and you get a full export of your data before that happens. Financial records (invoices, expenses) are retained afterward in an archived, access-restricted state for 6 years to meet standard UK recordkeeping requirements — everything else is genuinely removed.

There's no separate native app — SprintWatch.AI is an installable Progressive Web App. Push notifications work on both platforms through the standard Web Push API: on Android Chrome they work whether or not you've installed the app, while on iOS (16.4+) push only works once you've added the app to your home screen — an Apple platform restriction, not a gap in our build.

Yes — export to CSV from wherever you're coming from and import it against a fixed column schema (title, description, type, priority, status, assignee email), scoped to one project at a time. Rows that fail validation (an unknown status, an assignee who isn't in your org) are itemized in a downloadable error report rather than failing the whole import — a 100-row file with 3 bad rows still creates the other 97.

Kanban is a lightweight board — To Do, In Progress, Done, or whatever columns you configure. Scrum adds a backlog, sprints/cycles, story points, and burndown/velocity charts. Both are available from day one; you choose per project.

No — board mode is set at project creation and is deliberately immutable. Changing an active project between Kanban and Scrum mid-flight is out of scope; if you need the other mode, that's a new project.

Yes. Every new project starts with four default statuses — To Do, In Progress, In Review, Done — and a Project Manager can add, rename, recolor, reorder, or remove columns from there, independently per project. A project must always keep at least one status marked 'done'-equivalent and at least one status overall.

You can't delete a status that still has tickets on it without telling the system where those tickets should go — the request must include a status to reassign them to, and the move happens atomically in the same transaction as the deletion. No ticket is ever left pointing at a status that no longer exists.

Yes, via a proper installable GitHub App per organization. Branch names following a ticket-ID convention (e.g. feature/SPW-142-invoice-export) auto-link to the ticket, and PR open/merge events sync status — optionally auto-transitioning the ticket's workflow status on merge, but only on projects that have explicitly opted into that behavior.

Yes, full-text search across ticket titles, descriptions, and comments, with title matches ranked above description matches. Project-level search is available to anyone who can view that project; org-wide search across every project is Owner/Admin only.

Both. Ticket templates are a project's own reusable presets that pre-fill a new ticket's fields — a convenience, not a separate creation path, so template-created tickets go through identical validation. Custom fields support three types (text, number, single-select) per project, deliberately kept simple rather than a full form engine.

A logged time entry is submitted, then moves through your approval chain. Once approved — and only once approved, never while still pending — it becomes eligible to be pulled into an invoice generated from that billing period, alongside any approved billable expenses for the same project.

Approval chains are configurable per project — a single level on Free, multi-level (e.g. Employee → Lead → PM → Finance) on Studio and above. A manager can delegate their approval responsibility to someone else while away, so submissions don't stall waiting on one person.

Yes, on Studio and above — an Owner or Admin can lock a date range org-wide, which blocks edits to any time entry falling within it, including edits from the Owner. Reopening a locked period is an explicit, audit-logged unlock action, not something that happens by accident.

Yes — both fixed-fee and time-and-materials project types are supported, with per-client and per-project billable and cost rates.

Yes — the Client Guest role gives read-only access to ticket status and invoices for their own contracted project only. They get a 403, not a peek, on anything outside that scope, including another client's invoices within the same org.

Yes — configurable leave types with accrual rules and regional holiday calendars, plus shift/roster scheduling and a capacity view so managers can see over- or under-allocation before assigning new work. Leave balance is only deducted once a request is approved, never on submission.

Yes — a third money flow, separate from client invoicing and platform billing. Managers set hourly cost rates (visible only to Owner/Admin/PM, though each person can see their own), approving a timesheet automatically logs what's owed, and managers log actual payments against a running outstanding balance.

Yes. An employee can view their own current cost rate, ledger, and payment history read-only, and can raise a payment request with their own estimated hours. A manager reviews it — can adjust the hours or rate before approving, and must explain any reduction — and the employee is notified with the manager's notes once it's settled.

Four things today: parse natural-language into a draft time entry ("3 hrs on the Meridian redesign yesterday afternoon") for you to confirm, answer conversational questions about your own scoped data, generate a personal daily/weekly digest of your own project activity, and — for an Organization Owner only — an org-wide summary.

No. Every AI query is retrieved through the exact same authorization service and row-level security that governs every ordinary API call — the database connection behind an AI query runs as that specific user, not as a privileged connection. Data is filtered out before it ever reaches the model, not included and then hidden by instruction, and this is tested with deliberate adversarial prompts, not just normal usage.

The AI layer runs on Azure OpenAI Service, which does not use API request or response data to train the underlying models — your prompts and data stay within your own Azure-hosted resource, the same data-handling standard as the rest of the platform's Azure infrastructure.

Conversational Q&A and natural-language time entry are Studio-and-above features you only invoke by asking — there's no background AI activity on your data outside of that. The personal daily/weekly digest is available on every tier, generated automatically from your own project activity.

Yes — permission-based RBAC, not hardcoded labels. Roles exist at two scopes: global roles (Owner, Admin, Employee, Client Guest) that apply org-wide, and project-level roles (Project Manager, Approver/Team Lead) assignable per project, which can override someone's global role for that one project without a full promotion.

Every organization authenticates through Microsoft Entra External ID. Federating your own customer-owned SAML/OIDC identity provider is an Agency-tier capability and up.

Yes — every tenant-scoped table is protected by Postgres Row-Level Security keyed to your organization, enforced independently at both the database layer and the application layer as defense-in-depth. If that isolation setting is ever unset for any reason, the system fails closed — zero rows returned — rather than accidentally returning everything.

Depends on what's deleted. Deleting an organization has a minimum 30-day grace period before anything is actually destroyed. Once it proceeds, most data is genuinely removed — except financial records (invoices, expenses), which are retained in an archived, access-restricted state for 6 years to meet standard UK recordkeeping requirements before being permanently purged.

SCIM-based user provisioning is an Enterprise-tier capability, built once an Enterprise engagement is in motion rather than speculatively ahead of one.

Only through a separate, fully-audited internal role held by RANA staff, never through any customer-grantable permission. Every cross-tenant action — including merely viewing another org's data — is logged, and if a staff member impersonates a user in your org for support, your own Organization Owner is notified the moment it happens, with no way to turn that notification off.

We target a 24-hour recovery point and restoration within one business day, backed by automated backups on a documented, versioned restore runbook that gets tested with real restore drills, not just planned on paper.

Free (up to 10 users, 5 projects), Studio at £29/month (up to 50 users, 25 projects — adds billing/invoicing, Scrum mode, the full conversational AI, and Git integration), Agency at £79/month (up to 200 users, 100 projects — adds resource planning, client payment collection, SSO, outbound webhooks, and custom reports), and Enterprise (unlimited, contact us — adds SCIM, custom compliance rules, audit exports, and dedicated support).

Creating another user or project beyond your plan's cap is blocked with a clear message to upgrade — never a silent failure or a surprise mid-workflow.

Yes, self-serve through the billing portal — upgrades, downgrades, and cancellation are all in your own control, and a tier change updates your seat/project limits and subscription status together, with no gap where you're charged one tier but capped at another.

Yes — Enterprise is a sales conversation, not a self-serve checkout, since it covers unlimited users/projects and deal-specific requirements like SCIM and custom compliance rules. Reach out via ranatechnologies.uk to talk to sales.

Not currently — billing today is monthly. If you're evaluating an annual arrangement, particularly for Enterprise, that's worth raising directly with sales.