Support Policy
Last Updated: September 3, 2026
This policy explains how QAI support works: how to reach us, how we prioritise issues, and how quickly you can expect a response on each plan.
1. What This Policy Covers
1.1 Scope
This Support Policy describes how QASSETI (Pty) Ltd ("QAI", "we", "us") provides support for the QAI platform, mobile apps, and related services (the "Services"). It forms part of your agreement with us under our Terms of Service; if this policy and the Terms conflict, the Terms prevail.
1.2 Who Gets Support
Every plan includes support — free plans and trials included. Higher plans get faster response targets, as set out in section 3. Support runs for the duration of your subscription or free-plan use.
2. How to Reach Us
2.1 Support Channels
You can reach support by email at [email protected], through the in-app support option, or via the contact form on our website. You can submit a request at any time, day or night — the response targets below describe when we get back to you.
2.2 Hours
Our support team works Monday to Friday, 08:00–17:00 South African Standard Time (UTC+2), excluding South African public holidays. Critical (P0) issues on paid plans are monitored around the clock.
2.3 Language
Support is provided in English. The platform is available in 12 languages, and we will do our best to assist you in your language, but English requests are resolved fastest.
3. Response Targets
The table below shows our target for a first meaningful response from a human — not an auto-reply — measured within support hours (except P0 on paid plans, which is measured around the clock). These are targets we work hard to hit, not contractual guarantees; if you need contractually committed response times, contact us about an Enterprise agreement.
| Priority | Free & Trial | Essential | Premium & Enterprise |
|---|---|---|---|
| P0 — Critical | 8 hours | 4 hours | 2 hours |
| P1 — Major | 1 business day | 8 hours | 4 hours |
| P2 — Minor | 2 business days | 1 business day | 8 hours |
| P3 — General | Best effort | 2 business days | 1 business day |
4. Priority Levels
We assign each request a priority based on its impact. If we reclassify your request, we will tell you why.
P0 — Critical
The Services are down or unusable for your whole team — you cannot sign in, data will not load, or syncing has stopped entirely.
What we do: We work on the problem continuously until service is restored, including outside business hours, and keep you updated as we go.
P1 — Major
A core function (work orders, inspections, offline sync) is broken with no workaround, seriously disrupting your operations.
What we do: We prioritise the issue ahead of other work and aim to deliver a fix or workaround as fast as practicable.
P2 — Minor
A feature is impaired but a reasonable workaround exists, or the issue affects some users or edge cases.
What we do: We resolve the issue during business hours, typically in an upcoming release.
P3 — General
Cosmetic issues, how-to questions, configuration help, and feature requests.
What we do: We answer during business hours; product suggestions are logged for the roadmap, though not every request will be built.
5. Your Part
5.1 A Point of Contact
Any user in your workspace can contact support. For account-level matters — billing, user management, data exports — we may need confirmation from one of your workspace administrators.
5.2 Help Us Reproduce It
The fastest fixes come from good reports. When reporting an issue, tell us what you did, what you expected, and what happened instead — with screenshots, the affected work order or asset, and the device and app version where relevant. We can generally only fix what we can reproduce, so we may ask you to help us with diagnostics.
6. What Support Does Not Cover
6.1 Out of Scope
Support covers the Services as we provide them. It does not cover: custom development or integrations we have not built; third-party products, devices, or networks; issues caused by use of the Services contrary to the Terms of Service or documentation; or general consulting unrelated to the Services.
6.2 Fair Use
Support is a shared resource. We may limit support for repeated requests about already-resolved issues or abusive conduct toward our team. We will always tell you before limiting support and explain why.
7. Changes to This Policy
7.1 Updates
We may update this Support Policy from time to time, but the level of support that applies to your plan will not materially decrease during your current subscription term. The "Last Updated" date above always reflects the current version.
8. Contact
QASSETI (Pty) Ltd
Republic of South Africa
Stuck on Something?
Don't wrestle with it alone — a two-line email to [email protected] is usually the fastest way to get moving again.