Support Policy
myPortableFinance strives to provide the highest quality service. We make available tools that allow you to
manage almost every aspect of your account, including tasks that were once the exclusive domain of computer
developers. When you have a question or need additional support, you can choose one of the following
options:
Free Support
Lodge a help ticket via the website or email accounts@myportablefinance.com.au This is designed for:
- General advice
- Simple troubleshooting
- Links to online documentation
Standard Support
Available once logged into myPortableFinance. This is applied to:
- Detailed email support
Limitations:
- myPortableFinance reserves the right to limit Support duration
- Standard support costs are covered under your Personal Access plan
Premium Support
Available once logged into myPortableFinance. This is applied to:
- Detailed email support
- Online Training
Limitations:
- myPortableFinance reserves the right to limit Support duration
- Premium support costs are covered under your Business Access plan
Free/Standard/Premium Email Fair Use
Free support isn’t a substitute for standard/premium support or effective training for you,
- Short responses to basic questions – Free
- Email requests requiring lengthy responses – Standard/Premium
- Concise question and answer – Free
- Email conversations with repeated question and answers –
Standard/Premium
- Reporting and subsequent investigation of potential bugs or issues with
steps and screenshots allowing the process to be quickly reproduced – Free
- Emailed requests requiring detailed advice or training on specific workflows
or processes – Premium
- Reporting and subsequent Investigation of potential bugs or issues:
- A. without adequate information or documentation requiring detailed
troubleshooting to reproduce - Standard/Premium
- B. unable to be reproduced. – Standard/Premium
All support requests are classified and responded to based on severity level. No guarantee is given or
implied that we will process a Standard/Premium Support request over a more critical Free Support request.
Trial Accounts
What you can expect during your free trial:
- 28 days to evaluate if we’re a good fit for you
- Single user login to test with
- All basic features of myPortableFinance
- Free support
What you can’t expect during your free trial:
- Complete access to myPortableFinance
- Access to Bank Feeds
- Standard/Premium support