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Contact support

The fastest way to get help​

Email support@pmfriend.com.

A real human reads every message. We respond:

  • During AU business hours (Mon–Fri 9–5 AEST): usually within 1–2 hours.
  • Outside business hours: by the next morning.
  • For genuine emergencies (you've been locked out, data appears missing): we'll triage faster — write URGENT: in the subject.

There's no support tier system. Every customer gets the same response time.

What to include in a support email​

For us to help fast, include:

  • Your agency name (so we can find your tenant in our system)
  • What were you trying to do ("send the fortnightly digest to my owner Maria")
  • What happened instead ("the page redirected me to login")
  • Screenshot if relevant (helps a lot for UI issues)

Don't worry about being technical — describe what you saw. We'll work the rest out.

What about phone support?​

Not today. We're a small team and email lets us:

  • Triage faster (multiple things in flight at once)
  • Have a written record of what we said
  • Avoid waking up the team for non-emergencies

If a phone conversation is genuinely the right thing, we'll book in a call. Just ask in your email.

What about live chat?​

Not today, for the same reason. On the roadmap once we have enough staff to keep it staffed properly. We're allergic to live chat that sometimes has nobody on it.

How we handle bug reports​

When you report a bug:

  1. We acknowledge within 1–2 business hours.
  2. We try to reproduce it. Usually we can immediately; sometimes we need more details.
  3. If it's a genuine bug, we fix it. Most bugs ship within 1–2 days. Critical bugs ship same-day.
  4. We email you when the fix is live.

You'll often get an email like "Hi, we've shipped the fix you flagged yesterday — try it again, and let us know if anything's still off."

How we handle feature requests​

Tell us. We read every one.

We don't promise we'll build everything that's asked for — feature prioritisation is its own job. But:

  • If multiple agencies ask for the same thing, it tends to move up the list.
  • If it's a small thing in line with the product direction, we might ship it the same week.
  • If we decide not to build it, we tell you why so you're not waiting.

Visit the roadmap for the public-facing list of what we're working on next.

How to find us​

Going deeper​