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 Phone||Provided to Gold and Platinum customers|
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.
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 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 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 provides all the benefits of the Gold Support, and includes additional features such as weekend support and greatly enhanced response times.
|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|
|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.
All Support Requests are assigned a severity level based on how they affect your service.
Issues covered by Technical Support
Issues Not Covered by Technical Support:
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.