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