1. Purpose
This Support & Service Policy explains how MinistryCount handles support requests, platform availability, maintenance, issue priorities and service communication.
2. Support channels
Churches may request support through official MinistryCount channels such as email, WhatsApp, phone, website forms or dashboard support links where available.
For proper tracking, churches should include their church name, user name, page URL, screenshot where safe, and a clear description of the issue.
3. Support priorities
Support requests may be prioritised based on impact and urgency.
- Critical: login outage, major dashboard outage, security concern or billing block affecting active use.
- High: key feature not working for many users or important data issue requiring urgent review.
- Normal: usage questions, small bugs, display issues, plan questions or configuration help.
- Low: feature suggestions, cosmetic changes or non-urgent improvements.
4. Service availability
MinistryCount aims to provide reliable access to the platform, but uninterrupted availability cannot be guaranteed. Availability may be affected by hosting providers, internet networks, telecom services, maintenance, third-party APIs, domain/DNS issues or events outside our control.
We will make reasonable efforts to restore service when platform issues occur.
5. Maintenance and updates
MinistryCount may perform maintenance, upgrades, bug fixes, security patches and feature improvements. Some maintenance may happen without prior notice if it is urgent or security-related.
Where possible, major planned maintenance may be communicated in advance to affected churches.
6. Customer responsibilities
Churches are responsible for maintaining accurate records, assigning proper user roles, protecting exported files, training their users and reporting issues promptly.
Churches should not share admin passwords or allow unauthorised people to use another person’s account.
7. Feature requests
MinistryCount welcomes feature requests. However, submitting a feature request does not guarantee that it will be built or delivered within a specific timeline.
Feature development depends on platform roadmap, technical feasibility, demand, security and available resources.
8. Limitations
Support does not normally include unrelated computer repair, internet setup, third-party device troubleshooting, data entry for entire churches, legal advice or work outside the MinistryCount platform unless separately agreed.
9. Contact
For support, contact support@ministrycount.com.