PassKit Support Services

Your success in delivering the very best Apple Wallet and Google Pay 'Pass Experience' to your customers 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 below.

If you have procured a bespoke solution with unique support requirements, your support terms will be specified on your Order Form.

How to Contact Support:

Support Center Website help.passkit.com
Email Support support@passkit.com
Telephone Support Provided to Gold and Platinum customers
Developer Documentation passkit.com/api

Support Hours

PassKit's regular business hours are Monday through Friday, 9:00 am to 6:00 pm GMT. Regular support hours are extended through the weekend for Platinum Support customers.

Support Levels

Bronze Support: US$0 per month

Bronze Support is our support experience we provide to PassKit Free and PassKit Premium users. Bronze Support includes access to our Support Center (knowledge base, FAQs, and community forums) and access to our documentation.

Silver Support: US$500 per month

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

Gold Support: US$1,250 per month

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: US$2,950 per month

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 support package level terms specified above or in an Order Form and purchased by a customer, PassKit will not provide technical support to customers who are not using the latest version of the PassKit SDK