Support Policy

Overview

3ABiz provides support to help users use the platform effectively. The level of support available depends on your active subscription plan. Support covers product usage questions, technical issues, billing queries and bug reports. It does not cover tax compliance advice, accounting decisions, legal guidance or GST filing — for those, consult a qualified professional.

Free plan support

Free plan users have access to public help documentation and FAQs where available. Bug reports may be submitted through the in-app bug report workflow. Support tickets are not included in the Free plan unless the active plan configuration explicitly includes them.

Starter and higher paid plans

Starter and higher paid plan users can raise support tickets according to the plan entitlements shown in the subscription and billing area. Ticket availability, monthly ticket allowance and response handling depend on the active plan configuration.

Priority support

Higher plans may include priority support handling where explicitly stated in the plan description. Priority support means the ticket is reviewed ahead of standard-tier requests. It does not guarantee a fixed resolution time unless a written Service Level Agreement (SLA) exists.

Priority handling for critical issues

Regardless of plan, the following issue types receive priority attention:

• Security incidents and suspected data breaches
• Data integrity issues affecting business records
• Billing errors and failed payment processing
• Blocked login or account access failures
• GST workflow blockers preventing invoice or return creation

Response times

Response times are targets based on ticket priority and plan tier. They are not guarantees unless a written SLA is in place. General questions and feature requests are handled after critical and high-priority issues. Response times may be longer during peak periods, planned maintenance, public holidays or controlled rollout phases.

Support scope

Support covers:

• Questions about using 3ABiz features (invoices, purchases, returns, challans, reports, exports)
• Technical errors, unexpected behaviour or UI issues
• Account and subscription queries
• Billing, payment and refund queries
• Bug reports with reproduction steps

Out of scope

Support does not include:

• Tax advice, GST compliance guidance or filing strategy
• Accounting advice or financial recommendations
• Legal advice or interpretation of tax law
• Data entry services or preparing records on behalf of users
• Third-party integrations not built into 3ABiz

Tenant scope and confidentiality

Support tickets and bug reports are tenant-scoped. Support staff access the minimum information required to investigate and resolve the reported issue. Support workflows must not be used to expose, probe or access another tenant's business data.

Abuse and spam

Repetitive, abusive, irrelevant or spam support submissions may be rate-limited or rejected. Support channels must not be used to request information about other users, probe platform security or make unreasonable demands. Abuse of the support system may result in suspension of support access or account suspension.

Operational notices

During controlled rollout, the platform may pause public signup, disable online checkout, enter maintenance mode or manually assist with billing to protect platform stability and customer accounts. These actions will be communicated through the platform where possible.

How to contact support

To raise a support request, use the in-app Help and Support area or email: [INSERT SUPPORT EMAIL]. When contacting support, include the page or workflow, the expected result, the actual result, your account email and the urgency of the issue.