Perfexly

Support Policy

Last updated: 27 July 2026

This Support Policy explains how Perfexly customers can get help, what support covers, what falls outside standard support, and what customers can do to help us resolve issues quickly.

1. How to contact support

For support, email support@perfexly.com. Please include your company name, workspace URL, account email, a clear description of the issue, screenshots where helpful, and the steps you took before the issue appeared.

For billing or sales questions, you can also contact sales@perfexly.com.

If the request is about billing, include the invoice number and payment method used. If it is about a workspace issue, include the page URL, affected record type, affected user, browser/device, and whether other users can reproduce the same issue.

2. Support availability

Standard support is handled during UK business days. We aim to respond to standard support requests within one business day. Response times are targets, not guarantees, and may vary depending on request volume, account details, severity, and the information provided.

Requests sent outside normal support hours may be reviewed on the next UK business day unless they relate to a serious platform availability or security issue. Complex issues may need investigation, testing, logs, third-party checks, or follow-up questions before a final answer is available.

3. Priority levels

We prioritise support based on impact:

• Urgent: the hosted service is unavailable for multiple users, login is blocked for the account owner, or a serious security issue is suspected.
• High: a core workflow such as invoicing, customer access, payments, or support tickets is significantly affected.
• Normal: a feature question, configuration issue, display problem, or non-urgent account request.
• Low: general advice, how-to questions, cosmetic issues, or requests for future improvements.

4. What standard support covers

Standard support covers reasonable help with account access, billing questions, plan limits, hosted CRM availability, platform errors, included Perfexly features, user management, basic configuration guidance, and problems caused by the hosted service.

• Login, password reset, account verification, and workspace URL issues.
• Questions about plan limits, subscription invoices, payment status, and enabled payment methods.
• Guidance on using included CRM areas such as customers, leads, invoices, projects, tasks, files, and support tickets.
• Basic troubleshooting for email delivery, inbound ticket piping, payment webhooks, and public pages where the issue is within Perfexly control.
• Reasonable explanation of included modules for the customer's plan.

5. What support does not include

Standard support does not include legal, tax, accounting, payroll, bookkeeping, or financial advice. It also does not include custom development, custom module building, custom report writing, third-party system administration, manual data entry, extensive data cleaning, staff training programmes, or business process consultancy unless agreed separately.

• Deciding how your business should classify tax, VAT, payroll, or accounting entries.
• Building custom features, modifying module code, or changing third-party scripts for one customer.
• Importing, cleaning, deduplicating, or restructuring large data sets unless agreed as paid work.
• Managing your external email provider, DNS provider, payment provider, bank account, or accounting software account.
• Creating internal policies, legal documents, customer contracts, or compliance procedures for your business.

6. Third-party services and integrations

Perfexly may connect to payment providers, email systems, accounting tools, hosting infrastructure, or other third-party services. We can help check Perfexly-side configuration where practical, but third-party outages, account restrictions, API changes, provider settings, or external credentials may need to be resolved with the third-party provider.

For integrations such as Stripe, PayPal, Revolut, QuickBooks-style accounting tools, email mailboxes, domains, or calendar services, support may ask you to confirm settings in the third-party account. If credentials, permissions, API access, or provider approvals are missing, the third-party provider may need to resolve the issue before Perfexly can complete configuration.

7. Customer responsibilities

Customers are responsible for adding accurate data, managing users and permissions, keeping passwords secure, reviewing staff access, complying with legal and tax obligations, maintaining their own business records, and telling us quickly about suspected misuse, security concerns, or incorrect billing.

Customers should test workflows before relying on them for important customer work, especially when enabling automations, accounting features, payment methods, imports, custom domains, or third-party integrations. Customers should also keep local exports or independent records where their own business, accounting, or compliance process requires them.

8. Security issues

If you suspect unauthorised access, exposed credentials, suspicious account activity, or a security issue, contact support immediately and include as much detail as possible. We may temporarily restrict access, reset credentials, review logs, or take other protective steps while investigating.

9. Feature requests

We welcome feature requests and improvement suggestions. Submitting a request does not guarantee delivery or a specific timeline. We prioritise changes based on customer need, service quality, security, maintainability, and product direction.

10. Paid assistance

Some requests may require paid assistance, such as custom setup, migration support, custom domain configuration, advanced workflow configuration, custom reporting, data clean-up, or extended onboarding. If a request is outside standard support, we will explain the position before carrying out paid work.

Paid assistance is usually estimated or agreed before work begins. If a request depends on customer-supplied information, such as import files, DNS access, brand assets, API credentials, or process details, the timeline may depend on when accurate information is supplied.

11. Data exports and account closure help

Support can provide reasonable guidance on where export options are located, but customers remain responsible for deciding what data to export and keeping their own records. Export requests should be made before cancellation or before access ends.

12. Abuse and unsafe requests

We may refuse or limit support requests that involve abusive behaviour, requests to bypass security, unauthorised access to another account, unlawful activity, attempts to obtain private data, or repeated requests that fall outside standard support without agreement.

13. Contact

For support, contact support@perfexly.com.