1. Support channels
Customer support is available by email at pwrinnovations@gmail.com and through the customer portal where applicable. For enterprise customers, a dedicated success contact may be assigned.
2. Business hours
Our support team operates Monday to Friday during standard business hours (South Africa Standard Time, UTC+2). Requests received outside these hours are reviewed on the next business day. Critical issues affecting core product functionality are monitored more broadly where possible.
3. Response times
- General inquiries and billing questions: within 1–2 business days.
- Technical issues: within 1 business day; critical issues affecting product availability are prioritised.
- Enterprise accounts: response times as agreed in your enterprise support arrangement.
Response times are targets, not guarantees, unless specified in a separate enterprise support agreement. We strive to respond as quickly as possible and will keep you updated if a resolution takes longer.
4. What is covered
Standard support includes:
- Account access and password resets.
- Billing and subscription inquiries.
- Product functionality questions and guidance.
- Reporting and tracking software defects or unexpected behaviour.
- General onboarding assistance for your plan tier.
5. What is not covered
Standard support does not include:
- Custom development or feature requests (these may be scoped separately).
- Configuration, integration, or consulting work outside the standard product functionality, unless agreed separately.
- Support for third-party tools, platforms, or integrations not maintained by PWR Innovations.
- Issues arising from your own infrastructure or network environment.
6. How to report an issue
When contacting support, please include your account or company name, a clear description of the issue, steps to reproduce it where possible, and any relevant screenshots or error messages. This helps us resolve your issue as quickly as possible.
7. Customer success
Enterprise customers and customers on higher-tier plans may be assigned a dedicated customer success contact to support onboarding, product adoption, and ongoing account health. Contact us to enquire about enterprise arrangements.
8. Feedback and feature requests
We welcome product feedback and feature suggestions. Please send them to pwrinnovations@gmail.com. While we cannot commit to implementing all requests, we review all feedback and use it to guide our product roadmap.
9. Changes to this policy
We may update this Support Policy from time to time. The latest version is always available at this page. Material changes will be communicated via the website or email.