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Contact & Support

Channels​

PurposeEmailResponse target
Generalhello@pmfriend.com4 business hours AEST
Billingbilling@pmfriend.com4 business hours AEST
Security disclosuresecurity@pmfriend.com24 hours, 7 days
Feature requests + feedbackproduct@pmfriend.comAcknowledgement in 24 hours

Business hours​

Australian Eastern Standard Time, 9am–5pm weekdays. Outside business hours, urgent tickets (SLA breaches, data integrity concerns) get phone-a-friend escalation via the founder's on-call rotation.

What to include when raising an issue​

  • Your agency name (not your agency admin's email)
  • The specific request ID / WO ID / property ID if applicable
  • What you expected vs what happened
  • Your browser + OS
  • A timestamp so we can correlate logs
  • Screenshots if relevant (no tenant PII please — redact names)

Example good-ticket text:

Agency: Sandbox Agency Request ID: MR-2189 Expected: AI triage returns a PLUMBING category for "no hot water" text Got: 500 error Browser: Chrome 127 macOS 14.5 Time: 2026-04-24T09:12 AEST

Status​

Live infrastructure status: Status page.

When an outage is ongoing we post updates there within 5 minutes of detection.

Response cadence on tickets​

  • Initial acknowledgement: 4 business hours (usually within 1)
  • Root cause identified: same business day for simple issues, within 48 hours for complex
  • Fix shipped: depends on severity — sev-0 (data loss) same day, sev-1 (broken flow) within 48h, sev-2 (bug with workaround) within a week

Security disclosures​

If you find a security issue, please do not file a public issue. Email security@pmfriend.com directly. We respond within 24 hours every day, including weekends. Responsible disclosure is appreciated and we don't litigate good-faith researchers.

Bug bounties?​

Not a formal programme today. We do thank researchers by name (with permission) in release notes and will arrange a small monetary token for anything impactful.

Follow the product​