Support Policy
Purpose
This Support Policy outlines how All Passive Services provides customer support for users of our app. We aim to deliver timely, respectful, and effective assistance in line with Australian Consumer Law and the Australian Privacy Principles.
1. App Profile
App Name
APS document manager
Platform(s)
Mobile (iOS, Android), Web, Desktop
Core Functionality
Document manager for Passive Fire works
Pricing Model
One-off purchase
2. Support Channels & Availability
Channels
Email: info@allpassiveservices.com.au
Phone: 02 43242022
Hours Standard: Mon–Fri, 7:00am–3.30pm AEST
Expected Response Times
|
Issue Severity |
Initial Response |
Resolution Goal |
|
Critical (data loss, security) |
Within 2 hours |
1 business day |
|
Major (payment, feature break) |
Within 4 hours |
2 business day |
|
Minor (how-to, UI questions) |
Within 1 business day |
3-5 business days |
3. Scope of Support
What you’ll help with:
- Installation, account setup, device pairing
- Bug troubleshooting and workarounds
- Billing, subscription management
- Feature guidance, best-practice tips
What you won’t help with:
- Third-party integrations beyond our APIs
- Custom code, bespoke reporting
- Developer-level support (unless you offer a developer plan)
4. Privacy & Data
See Privacy Policy for information on Privacy
5. Refunds & Consumer Guarantees
Align with Australian Consumer Law
6. Escalation & Complaints
1. Senior agent responds within 2 business days
2. Unresolved? Forward to Complaints Officer at info@allpassiveservices.com.au