Effective Date: 1st September, 2025

1. Scope of Support

Support is provided for issues directly related to the installation, configuration, and operation of the stratāgaia Power BI Template (“the App”) within the Microsoft Power BI service.

• Support does not cover general Microsoft Power BI usage, user-entered data management, or customisations beyond the app’s default features.

2. Support Channels

• Users may submit a request for support via www.phsandl.com/appsupportpolicy.

• Support is not available via email or phone; all inquiries must go through the designated support portal.

3. Coverage and Response Times

• Support requests may be submitted at any time. Initial responses will be provided within two business days.

• Standard support hours are 9:00 AM–5:00 PM (Australian Eastern Standard Time (AEST) or Australian Eastern Daylight Time (AEST), Monday to Friday, excluding public holidays.

• Issues outside of scope or requiring changes to Power BI platform should be directed to Microsoft support.

4. Service Levels and Escalation

• Issues are prioritised based on impact and severity:

  • Critical: Major loss of functionality—addressed within two business days.

  • Standard: Errors, bug reports, non-critical requests—addressed within [e.g., two business days.

• If a satisfactory resolution is not possible within the standard timeline, users will be informed and a further escalation path provided.

5. Support Process

• Users must provide clear descriptions, screenshots, and steps to reproduce issues.

• The support team may request additional information as required for diagnosis and resolution.

• All resolutions, workarounds, and status updates will be communicated through the support portal.

6. Documentation and Self-Help

• Users are encouraged to consult published documentation insert documentation URL], including FAQs and Quick Start guides, before submitting a support request.

• Updates to documentation and known issue logs will be maintained to facilitate self-service support.

7. Limitations

• Support does not extend to:

  • Custom modifications by users.

  • Issues caused by external integrations not part of the default app.

  • Problems relating to individual organisation’s Power BI governance or infrastructure.

• No guarantee of compatibility with untested or legacy Power BI configurations.

8. Updates

• Policy may be updated periodically. Changes will be posted on the support portal and/or the app’s marketplace listing.

9. Contact

For any issues not addressed by documentation or the support portal, contact: info@phsandl.com.