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:

1. General advice
2. Simple troubleshooting
3. Links to online documentation

Standard Support

Available once logged into myPortableFinance. This is applied to:

1. Detailed email support

Limitations:

1. myPortableFinance reserves the right to limit Support duration
2. Standard support costs are covered under your Personal Access plan

Premium Support

Available once logged into myPortableFinance. This is applied to:

1. Detailed email support
2. Online Training

Limitations:

1. myPortableFinance reserves the right to limit Support duration
2. 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,

1. Short responses to basic questions – Free
2. Email requests requiring lengthy responses – Standard/Premium
3. Concise question and answer – Free
4. Email conversations with repeated question and answers – Standard/Premium
5. Reporting and subsequent investigation of potential bugs or issues with steps and screenshots allowing the process to be quickly reproduced – Free
6. Emailed requests requiring detailed advice or training on specific workflows or processes – Premium
7. Reporting and subsequent Investigation of potential bugs or issues:
   1. A. without adequate information or documentation requiring detailed troubleshooting to reproduce - Standard/Premium
   2. 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:

1. 28 days to evaluate if we’re a good fit for you
2. Single user login to test with
3. All basic features of myPortableFinance
4. Free support

What you can’t expect during your free trial:

1. Complete access to myPortableFinance
2. Access to Bank Feeds
3. Standard/Premium support