Support Policy

Last updated: March 2026

This Support Policy describes how Planaji provides technical support to subscribed plan managers. All support is provided in accordance with the subscription tier active on your account.


1. Support Channels

Planaji support is available through the following channels:

  • Email: support@planaji.com
  • Phone: +61 452 519 169
  • In-platform: Support request form within the Planaji dashboard

For sales or subscription enquiries, please contact sales@planaji.com.


2. Support Hours by Subscription Tier

Support hours vary by subscription level as follows:

Tier Support Hours (AEST) Days
Basic 10:00 am – 4:00 pm Monday – Friday
Professional 9:00 am – 6:00 pm Monday – Friday
Enterprise 6:00 am – 6:00 pm Monday – Friday

Support is not available on Australian public holidays unless otherwise agreed in your Subscription Agreement.

If your organisation requires support outside these hours or custom arrangements, please speak with our sales team at sales@planaji.com.


3. Response and Resolution Targets

Planaji classifies support requests by priority. The following response and resolution targets apply during support hours:

Priority Description Initial Response Resolution Target
P1 — Critical Platform inaccessible or complete loss of core functionality (e.g. unable to process invoices or access participant data) 2 business hours 8 business hours
P2 — High Major feature significantly impaired with no workaround available 4 business hours 2 business days
P3 — Medium Non-critical feature issue or bug with a workaround available 1 business day 5 business days
P4 — General General enquiries, how-to questions, feature requests 2 business days Best efforts

Resolution targets are best-effort estimates and may vary depending on the complexity of the issue and any third-party dependencies (e.g. NDIS Portal, AWS, payment providers).


4. What Support Covers

Planaji support covers:

  • Platform access and login issues;
  • Invoice processing, budget management and participant record functionality;
  • Document uploads, email integrations and notification delivery;
  • Reporting, exports and statement generation;
  • Mobile app (subcontractor app) issues;
  • Account configuration and user management.

Support does not cover:

  • NDIS Portal or PRODA issues (contact the NDIS Commission directly);
  • Issues caused by third-party internet connectivity or devices;
  • Custom development or configuration outside of standard platform features;
  • Training (available separately — contact sales@planaji.com).

5. Platform Maintenance

Planned maintenance and platform updates are scheduled during off-peak hours where possible (typically outside 9am–5pm AEST on business days). We will provide at least 24 hours' notice by email for scheduled maintenance. Emergency maintenance required to address security vulnerabilities or critical bugs may be performed without advance notice.


6. Support Policy Changes

Planaji may update this Support Policy from time to time. Any changes will be published at planaji.com/support-policy and active subscribers will be notified by email at least 14 days before changes take effect.