PassKit Support Services

At PassKit, our customers' success in mobile & O2O is our top priority. We provide four levels of support: Bronze, Silver, Gold, and Platinum. The level of support included in each package is described in this document. The support package level that applies to a customer is specified in the Order Form signed by the customer and PassKit.

How to Contact Support:

Support Center Website help.passkit.com
Support Email support@passkit.com
Support Phone Provided to Gold and Platinum customers
Documentation developer.passkit.com

Support Hours

PassKit's regular business hours are Monday through Friday, 9:00 am to 9:00 pm GMT+8. Regular support hours are extended through the weekend for Platinum Support customers. In addition, PassKit is closed on certain observed Hong Kong holidays.

Support Levels

Bronze Support:

Bronze Support is our support experience that we provide to free customers of our service. Bronze Support includes access to our Support Center (knowledge base, FAQs, and community forums) and access to our documentation.

Silver Support:

Silver Support is our entry-level support tier that is designed to provide comprehensive online support services to customer inquires via email, online knowledge base and documentation.

Gold Support:

Gold Support includes all of the benefits of Silver Support and includes additional features such as live telephone support and enhanced response times. Gold Support customers are assigned an Account Manager who will be your primary business contact and internal champion for your business at PassKit.

Platinum Support

Platinum Support provides all the benefits of the Gold Support, and includes additional features such as weekend support and greatly enhanced response times.

Description Bronze Silver* Gold Platinum
Access to online resources (knowledge base, FAQs)
Access to Online Chat
Email Support from Customer Success
Phone Support from Customer Success
Email Support from Solutions Engineer
Phone Support from Solutions Engineer
Dedicated Business Account Manager
Dedicated Technical Account Manager When Required When Required
Response Times
Severity 1: Critical - Initial Response Time N/A 4 Hours, 24/7 1 Hour, 24/7 30 mins, 24/7
Severity 2: Major - Initial Response Time N/A 1 business day 4 business hours 1 business hour
Severity 3: Minor - Initial Response Time N/A 2 business days 1 business day 4 business hours
Severity 4: Enhancement - Initial Response Time N/A 2 business days 1 business day 1 business day
Turn-around Times **
Severity 1: Critical - Initial Response Time N/A PassKit will work continuously until error is fixed or temporary workaround is implemented.
Severity 2: Major - Initial Response Time N/A PassKit will work during normal business hours to implement a fix or workaround.
Severity 3: Minor - Initial Response Time N/A PassKit will work during normal business hours to implement a fix or workaround.
Severity 4: Enhancement - Initial Response Time N/A PassKit will work to provide a fix in next maintenance release.

* Support that applies to any paid PassKit account.

** Turn-around times do not apply to custom development requests - these are handled on a case by case basis in accordance with SOW terms.

Priority Definitions:

All Support Requests are assigned a severity level based on how they affect your service.

  • Severity 1: Critical – Critical production issue affecting all users, including system unavailability and data integrity issues, with no workaround available
  • Severity 2: Major – Production issue impacting a majority of users, loss of functionality and/or significantly degraded performance, issue is persistent with no workaround available
  • Severity 3: Minor – Any system issue that affects functionality or impacts performance, workaround may be possible but not sustainable
  • Severity 4: Enhancement – Any request for desired functionality, information request for application capability, implementation assistance, or system issue that impacts a small number of users with an acceptable workaround available

Technical Support Coverage

Issues covered by Technical Support

  • Issues and problems with PassKit services.
  • Releases and updates.
  • Assistance with implementation and deployment of campaign services.
  • General assistance with PassKit product features.

Issues Not Covered by Technical Support:

  • Custom development
  • Implementations not using the PassKit SDK
  • 3rd Party Implementations
  • Application development outside of PassKit SDK implementations

Additional Support Terms:

Notwithstanding the support package level specified in an Order Form and purchased by a customer, (1) PassKit will only provide Silver Support to customers who do not complete the PassKit Technical On-boarding (this applies only for customers that are new users of the PassKit SaaS product); and (2) PassKit will not provide any technical support to customers who do not include the PassKit provided SDK within their mobile applications for use in connection with the PassKit SaaS product.