Support Policy
FeatureFlow Pty. Ltd. (ACN 613 241 071) — Effective Date: February 18, 2026
Need to get in touch or submit a support request?
Use our contact form to reach the team or open a support ticket.
Go to ContactFeatureFlow provides support according to the plan you have selected. This policy describes the support channels, hours, and response time commitments for each plan.
Plan Comparison
| Basic | Silver$10k | Gold$20k USD | Platinum$65k USD | |
|---|---|---|---|---|
| Support Channels | ||||
| Online help docs | ✔ | ✔ | ✔ | ✔ |
| Email support | ✔ | ✔Priority over Basic | ✔Priority over Silver | ✔Priority over Gold |
| In-app chat | ✔ | ✔Business Hours | ✔Business Hours | ✔24/7 |
| Priority Escalation | — | — | — | ✔ |
| Designated Technical Account Manager | — | — | — | ✔ |
| Support Hours | 9–5 | 9–5 | 9–5 | 24/7 |
| Business Hours | ✔ | ✔ | ✔ | ✔ |
| Weekends & Public Holidays | — | — | ✔ | ✔ |
| Response SLAs | ||||
| Severity 1 | — | Same Business Day | Within 2 hours | Within 1 hour |
| Severity 2 | — | Next Business Day | Same Business Day | Within 2 hours |
| Other | — | Next Business Day | Next Business Day | Next Business Day |
Business Hours are 9:00 am – 5:00 pm AEST, Monday to Friday, excluding Australian public holidays. Platinum plan support is available 24/7.
Severity Definitions
| Level | Definition | Examples |
|---|---|---|
| Severity 1 | Complete service outage or critical functionality unavailable with no workaround. Production systems severely impacted. | Service is down; all feature flags returning incorrect values; SDK unable to connect. |
| Severity 2 | Major feature impaired or degraded with no viable workaround. Significant impact on production use. | Dashboard inaccessible; targeting rules not evaluating correctly; significant API latency. |
| Other | Minor issues, questions, feature requests, or problems with a reasonable workaround available. | UI cosmetic issues; how-to questions; documentation requests; general feedback. |
How to Contact Support
Email: support@featureflow.io
In-app chat: available on Gold and Platinum plans via the help widget in the FeatureFlow dashboard.
Documentation: docs.featureflow.io
When logging a Severity 1 or Severity 2 issue, please include “SEV1” or “SEV2” in your email subject line to ensure correct prioritisation.
General
Support is provided in English. Response time SLAs apply during the support hours applicable to your plan. SLA clocks pause outside of covered hours. FeatureFlow reserves the right to update this policy with 30 days’ notice. Continued use of the Service after notice constitutes acceptance of the updated policy.
This Support Policy forms part of your agreement with FeatureFlow. For full terms, see our End User License Agreement.