Support Policy
Last updated: 29 December 2025
Support channels
- Email: support@pbigenie.com
Support hours
Standard support is provided on business days, 9:00–17:00 (AWST, UTC+8), excluding public holidays in Western Australia.
Response targets
- Critical (visual fails to render, blocks reporting): initial response within 1 business day
- High (major feature broken, severe usability issue): 2 business days
- Normal (general questions, minor defects): 5 business days
What’s included
- Installation and basic usage guidance
- Bug triage and fixes (where reproducible)
- Compatibility guidance for supported Power BI versions
What’s not included
- Custom DAX, report redesign, or bespoke consulting services
- Debugging issues caused by third-party visuals, unsupported browsers, or non-standard environments
- Urgent after-hours support (unless separately agreed)
How to report an issue
Please include:
- Power BI version and platform (Desktop / Service)
- Visual version (from the visual’s About section, if available)
- Steps to reproduce and expected vs actual behavior
- Screenshots and/or a small PBIX with sample data (if possible)
Updates
PBIGenie may release updates to improve performance, add features, or address defects. Some updates may be required to maintain compatibility with Power BI platform changes.