Community Compass

End User Support Policy

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1. Purpose

This End User Support Policy outlines how Community Compass provides technical and user support for individuals using the mobile app. Our goal is to ensure users receive timely, effective, and respectful assistance to enhance their experience and promote accessibility to community resources.

2. Support Scope

We provide support for the following:

  • Account registration and login assistance
  • App functionality and navigation
  • Troubleshooting errors or crashes
  • Reporting bugs or submitting feedback

We do not provide support for:

  • Installation and setup issues (iOS and Android)
  • Device-specific issues not related to the app
  • Internet connectivity problems
  • Operating system-related problems
  • Third-party apps or services

3. Support Channels

Users can contact our support team through the following:

4. Hours of Operation

Monday to Friday: 9:00 AM – 5:00 PM (Local Time Zone)
Weekends & Holidays: no support (inquiries will be answered the next business day)

5. Response Times

Severity Description Response Time
High App not working, major bug Within 1 business day
Medium Access issue, Feature not functioning as expected 1-2 business days
Low General questions, feedback, suggestions 2-3 business days

6. User Responsibilities

To help us assist you efficiently, please:

  • Keep your app updated to the latest version
  • Provide detailed information when submitting a support request
  • Include screenshots or screen recordings when possible
  • Be respectful and patient with support staff

7. Feedback and Improvements

We welcome user feedback to improve the app. Users can submit suggestions through:

8. Policy Updates

This policy may be updated periodically. The latest version will always be available through the app when changes occur.

Last Updated: 10th April 2025

Privacy Policy - Acceptable Use Policy (AUP)