Planther Support Policy

Version 1.0 - published 22 October 2026

This policy describes the support Planther Ltd ("Planther", "we", "us") provides to customers. Where your organisation has signed a subscription agreement with us, this is the "Support Services Policy" that agreement refers to.

1. When support is available

1.1. Our team gives support during Normal Business Hours: 9.00 am to 5.00 pm UK time, Monday to Friday, except public holidays in England.

1.2. The in-app help assistant (section 2.1) is available at any time.

2. How to get help

2.1. In the app. The help button in the corner of every page opens Planther's help assistant. It answers questions about using Planther from our help articles, and shows any known problem we are already working on.

2.2. Talk to a person. From the help assistant, a user can ask to chat with our team during Normal Business Hours, or ask us to call them back.

2.3. Report a problem. Users can report a problem from inside the app. The report includes details of the page they were on, which helps us find the cause.

2.4. By email. Email hello@planther.co.uk at any time. We reply during Normal Business Hours.

3. What we do

3.1. We reply to requests during Normal Business Hours, as soon as we reasonably can.

3.2. We look into reported problems and let the user who reported one know what we find.

3.3. When a problem affects many users, we show a notice inside Planther saying what is affected, and update it until it is fixed.

3.4. Planned maintenance happens between 6.00 pm and 6.00 am UK time. Urgent maintenance may happen at any time, with notice where we can give it, as set out in the subscription agreement.

4. What support does not cover

4.1. Support covers using Planther. It does not cover planning advice, checking or correcting AI output for a particular piece of work, or problems with a customer's own computers, network or other systems, though we will point you in the right direction where we can. What a customer's network needs to allow is set out at planther.co.uk/it-requirements.

4.2. Our standard service does not include a service level agreement with guaranteed response or fix times. Firms that need one can talk to us, and we can agree service levels as part of their contract.

5. Changes to this policy

5.1. We may update this policy from time to time. Every version is published at this address, with its version number and date at the top and a line in the change log below.

Change log