At PassKit, we are committed to providing you with a reliable and efficient wallet pass platform, backed by comprehensive support resources designed to empower your success. Our support model is built around self-service, scalability, and responsiveness, ensuring you have the tools and assistance you need while maintaining cost-effectiveness for both you and us.
How PassKit Support Works
PassKit operates as a self-serve platform, and our support structure reflects this philosophy. Here’s how we ensure you have the help you need:
Self-Service Resources
Help Documentation: Our extensive online help center (help.passkit.com) provides step-by-step guides, FAQs, and troubleshooting articles to address common questions and issues.
AI-Powered Support Bot: For immediate assistance, our AI bot is available to answer queries and guide you through solutions.
Escalation to Engineering
If the AI bot cannot resolve your issue, it is escalated to our engineering team. While we strive to respond within 24 hours (and often within 4-5 hours), we do not offer dedicated phone support or guaranteed immediate responses. This approach allows us to keep costs low while maintaining high-quality support.
Platform Status
Our status page (status.passkit.com) provides real-time updates on platform performance, uptime, and any ongoing issues, ensuring you are always informed.
Premium Consultation
For complex needs such as code reviews, deep dive integration support, or custom development guidance, we offer premium consultation services with senior engineers at $195/hour.
Critical Issues and Contingency Planning
While PassKit is designed for reliability, no technology platform can guarantee 100% uptime or instant issue resolution. This is why we emphasize the importance of contingency planning as part of your business processes.
Critical Issue SLA
For critical issues, PassKit aims to provide an initial response within 1 hour. However, resolution times may vary depending on the nature of the issue, especially if it stems from client-side code or processes.
Client Responsibility
As a platform provider, PassKit is not responsible for your integrations or business processes. It is your responsibility to:
Develop contingency plans for scenarios where passes cannot be issued or updated.
Ensure your systems are resilient and capable of handling disruptions, just as you would for other critical technologies (e.g., email servers, websites, CRM systems, payment processing, cloud infrastructure, or e-commerce platforms).
Reporting Issues
If you encounter a critical issue, please report it to support@passkit.com. While we will prioritize resolving platform-related problems, you should not rely solely on PassKit for immediate resolution. Having backup processes in place ensures business continuity.
Why This Approach Benefits Everyone
PassKit’s support model is designed to balance responsiveness with affordability. By leveraging self-service resources, AI-powered support, and a scalable escalation process, we keep costs low while providing the assistance you need, when you need it. Dedicated phone support or account managers would significantly increase operational expenses, which would ultimately result in higher subscription fees for everyone.
Our goal is to empower you to use PassKit confidently, knowing you have access to the resources and support necessary to succeed. By taking responsibility for contingency planning and leveraging our self-service tools, you can ensure a seamless experience for your customers while maintaining cost efficiency.
Final Thoughts
PassKit is more than just a platform—it’s a partnership. We provide the tools, documentation, and support to help you succeed, but your proactive engagement and contingency planning are equally important. Together, we can ensure that your wallet pass initiatives run smoothly and reliably.
For more details on our support services, please refer to our Support Services Standards.
Thank you for choosing PassKit as your wallet pass platform. We’re here to support you every step of the way!