This policy explains how Straight2PDF, operated by WFA Support Ltd, provides support for the public website, customer portal, built-in Q&A knowledgebase, mobile app, forms, submissions and generated PDFs.
| Area | Coverage |
|---|---|
| Support channels | Support is provided by email and through the public contact/support form where available. |
| Self-service help | All customer users can access the built-in Q&A knowledgebase from inside Straight2PDF. It provides simple answers for common tasks such as signing in, using the mobile app, creating forms, submitting work, reviewing submissions, understanding limits and contacting support. |
| Response target | We aim to respond to standard support enquiries within 2 UK business days. Priority support enquiries are handled ahead of standard enquiries where reasonably practical. |
| Business hours | Support is normally provided during UK business hours, excluding UK public holidays, unless otherwise agreed in writing. |
| Priority support | Free, Trial and Pro support follows the wording shown on the current Pricing page. Business customers receive priority support and onboarding support as described in their plan or agreement. |
| Outages | Where we identify a material service issue, we will aim to provide updates by email, web notice or direct customer contact as appropriate. |
| Customer responsibilities | Customers should export/download important data before cancellation or retention expiry, keep devices and credentials secure, check generated PDFs before relying on them, and tell us promptly about suspected issues. |
Important notes
Support targets are aims, not guaranteed service levels, unless a separate written agreement states otherwise. We do not guarantee uninterrupted availability of the service.
The Q&A knowledgebase is provided as self-service guidance. If the answer does not solve the issue, customers should contact support using the channels above.
Contact
For support, contact support@straight2pdf.co.uk or use the Contact page.