PartPlanner Support Policy
Effective date: 23 June 2026
Provider: Pattform Ltd
Product: PartPlanner
NZBN: 9429053747204
Contact: support@partplanner.io
Website: www.partplanner.io
1. Introduction
This Support Policy explains how support works for PartPlanner.
PartPlanner is provided by Pattform Ltd and may be described publicly as “PartPlanner by Pattform Ltd”.
In this policy, “PartPlanner”, “we”, “us”, and “our” mean Pattform Ltd, trading through the PartPlanner product or brand. “You” and “your” mean the customer, account holder, team owner, business, organisation, or person using PartPlanner.
This policy forms part of our Terms of Service.
2. Support Contact
Support is provided by email.
For support, contact:
We do not currently provide phone support, live chat support, dedicated account management, or guaranteed 24/7 support unless we expressly agree otherwise in writing.
3. Support Availability
Support is generally handled during New Zealand business days.
A New Zealand business day means Monday to Friday, excluding New Zealand public holidays.
We may respond outside business hours where practical, especially for serious service issues, but we do not guarantee after-hours support.
4. Support Scope
Support covers reasonable help with:
- Account access issues;
- Login or authentication issues;
- Team setup issues;
- Billing and subscription questions;
- Stripe checkout or payment-linking issues;
- Cancellation and refund questions;
- Lifetime deal account-linking issues;
- Product bugs;
- Inventory and build workflow issues;
- Data export requests;
- General questions about using PartPlanner;
- Reporting suspected security, privacy, or abuse issues.
5. What Support Does Not Include
Unless we expressly agree otherwise in writing, support does not include:
- Phone support;
- Live chat support;
- Guaranteed response or resolution times;
- Custom software development;
- Custom integrations;
- Custom reporting;
- Data cleaning;
- Data entry;
- Business consulting;
- Tax, accounting, legal, or financial advice;
- Hardware valuation advice;
- PC build profitability advice;
- Marketplace, supplier, customer, or buyer dispute resolution;
- Recovery of data you deleted or changed yourself;
- Support for unsupported browsers, devices, or third-party tools;
- Training for every team member;
- Managed service operation of your business;
- Support for activity that breaches our Terms of Service or Acceptable Use Policy.
PartPlanner helps you manage parts, inventory, builds, and related workflows, but you remain responsible for your own business decisions, records, listings, sales, customers, and compliance obligations.
6. Support Response Targets
We aim to respond to support requests within a reasonable timeframe.
Our general response targets are:
| Priority | Example issues | Target response |
|---|---|---|
| Critical | Service-wide outage, major production access issue affecting many users, serious security concern | As soon as practical |
| High | Paid team cannot access core features, billing/entitlement issue blocking use, failed account linking after payment | Within 1 New Zealand business day where practical |
| Normal | Product questions, non-critical bugs, team setup help, export questions | Within 2 New Zealand business days where practical |
| Low | Feature requests, minor issues, general feedback, cosmetic bugs | When practical |
These are targets, not guarantees.
Response time does not mean resolution time. Some issues may require investigation, third-party provider support, engineering work, security review, or product changes.
7. Critical Issues and Outages
A critical issue is a serious issue that prevents normal use of PartPlanner for multiple customers or creates a major security, data, billing, or availability risk.
Examples may include:
- Service-wide outage;
- Major login failure;
- Major billing or entitlement activation failure;
- Serious data access issue;
- Serious security vulnerability;
- Major incident affecting production team access.
We may prioritise critical issues over normal support requests.
Where practical, we may provide updates by email, website notice, in-app notice, or another reasonable method.
8. Bugs and Product Issues
If you report a bug, we may ask for:
- Your account email;
- Team name or team slug;
- A description of the issue;
- Screenshots or screen recordings;
- Browser and device details;
- Approximate time the issue occurred;
- Steps to reproduce the issue;
- Any error messages shown.
We will investigate bugs based on severity, customer impact, product priority, and available capacity.
We do not guarantee that every reported bug will be fixed immediately or that every issue will result in a product change.
9. Billing and Payment Support
For billing or payment issues, contact:
We can help with:
- Stripe Checkout issues;
- Subscription questions;
- Payment method questions;
- Customer Portal access;
- Invoice or receipt questions;
- Failed payments;
- Cancellation questions;
- Refund requests;
- Lifetime deal linking issues;
- Payment made with one email and signup completed with another email.
We may need to verify account ownership before discussing billing or payment details.
Refunds and cancellations are handled according to our Refund & Cancellation Policy.
10. Account Linking Support
PartPlanner uses payment-first onboarding.
If you pay for PartPlanner using one email address and sign up using another, your payment may need to be manually linked to your account or team.
To request help, contact:
Please include:
- The email address used for payment;
- The email address used for your PartPlanner account;
- Your team name or intended team name;
- Your Stripe receipt or invoice reference, if available.
We will make reasonable efforts to link the payment to the correct account or team.
11. Data Export Support
PartPlanner supports inventory exporting within the product.
For a full data export, you must contact us manually at:
We may require proof that you are the team owner or an authorised admin before processing a full team data export.
Export availability may depend on:
- Your account status;
- Your team role;
- Your billing or entitlement status;
- Technical feasibility;
- Security and privacy considerations;
- Whether the export would disclose another person’s information.
We do not guarantee custom export formats unless we expressly agree otherwise in writing.
12. Security Reports
If you believe you have found a security issue, contact us immediately at:
Please do not:
- Exploit the issue;
- Access data that is not yours;
- Disrupt the service;
- Publicly disclose the issue before we have had a reasonable opportunity to investigate;
- Use automated scanning or testing that could harm the service.
We appreciate responsible security reports and will prioritise serious security concerns.
PartPlanner does not currently offer a paid bug bounty programme unless we expressly state otherwise.
13. Privacy Requests
Privacy questions, access requests, correction requests, deletion requests, and full data export requests can be sent to:
We may need to verify your identity or authority before responding.
Privacy matters are handled according to our Privacy Policy and applicable law.
14. Feature Requests and Feedback
You may send feature requests, ideas, and feedback to:
We appreciate feedback, but we do not guarantee that every feature request will be built.
We may use feedback to improve PartPlanner without payment, attribution, or obligation unless we agree otherwise in writing.
15. Unsupported Use
We may decline, limit, or deprioritise support where the issue relates to:
- Breach of our Terms of Service;
- Breach of our Acceptable Use Policy;
- Unauthorised access or account sharing;
- Payment or entitlement abuse;
- Excessive or abusive usage;
- Unsupported browsers or devices;
- Unauthorised integrations or scraping;
- Misuse of export functionality;
- Illegal, fraudulent, or high-risk activity;
- Third-party systems outside our control.
16. Third-Party Services
PartPlanner relies on third-party providers, which may include AWS, Google, Auth0, Stripe, analytics providers, monitoring providers, email providers, and other operational providers.
Some issues may be caused by third-party services outside our direct control.
Where practical, we will investigate and work around third-party issues, but we do not guarantee resolution of issues caused by providers, networks, browsers, devices, banks, card issuers, marketplaces, suppliers, or other third parties.
17. Customer Responsibilities
To help us support you effectively, you should:
- Provide accurate account and team information;
- Keep your billing details up to date;
- Use a supported modern browser;
- Keep your device and browser updated;
- Manage team members and permissions carefully;
- Remove users who should no longer have access;
- Keep your own important business records;
- Report issues with enough detail for us to investigate;
- Treat support communications respectfully.
We may stop responding to abusive, threatening, harassing, or bad-faith support requests.
18. No Guaranteed SLA
Unless we expressly agree otherwise in writing, PartPlanner does not provide a guaranteed service level agreement, uptime guarantee, response-time guarantee, or resolution-time guarantee.
Any response targets in this policy are goals only.
We may introduce paid support tiers, priority support, service-level agreements, or enterprise support options in the future.
19. Changes to This Policy
We may update this Support Policy from time to time.
If we make material changes, we may notify you by email, in-app notice, website notice, or another reasonable method.
The updated policy will apply from the effective date shown.
If you continue using PartPlanner after the updated policy takes effect, you accept the updated policy.
20. Contact Us
For support questions, contact:
Pattform Ltd
Product: PartPlanner
NZBN: 9429053747204
Email: support@partplanner.io
Website: www.partplanner.io