Service Policy

Last updated: 14 October 2026

This Service Policy explains how PASSIVE ALTITUDE SDN. BHD. ("Passive Altitude", "we", "us") supports clients who use our software platforms, event technology, hospitality systems, hardware and websites. It covers how to reach us, how we prioritise requests, how we handle maintenance and what we need from you. Your signed agreement, quotation or service level agreement may set out different support hours, response times or availability commitments. Where it does, those terms apply instead.

Who this policy covers

This policy applies to clients with an active subscription, support or maintenance plan, rental, or warranty with us. If you are a ticket buyer, event attendee or shopper using a platform we run for one of our clients, please contact the organiser or merchant first. They can bring us in where needed.

How to reach us

• Email: [email protected]
• Phone: +603 7890 2655
• Service centre for hardware repairs and equipment collection: A-06-07, Block A, Ativo Plaza, No. 1, Jalan PJU 9/1, Damansara Avenue, Bandar Sri Damansara, 52200 Kuala Lumpur, by appointment

When you contact us, please include your company name, the product or project concerned, what happened, when it happened, how many users are affected, and any screenshots or error messages. Clear details help us resolve the issue faster.

Support hours

Our standard support hours are Monday to Friday, 9am–6pm (MYT), excluding public holidays in Kuala Lumpur. Requests received outside these hours are handled on the next working day, unless your plan includes extended support.

For live events, we can provide on-call or on-site support during event hours, as agreed in your quotation. After-hours support for critical issues is available to clients on plans that include it.

How we prioritise requests

We set the priority of each request based on how much it affects your business. If you think a request should be treated as more urgent, tell us and we will review it.

• Critical: the service is down or a core function has stopped, such as ticket sales, payments or event check-in, with no workaround. First response within 1 hour during support hours, or during event hours where event support is booked.
• High: an important function is seriously affected but a workaround exists, or a small number of users cannot work. First response within 4 working hours.
• Normal: a minor fault, or a question about how to use the service. First response within 1 working day.
• Low: requests for information, small configuration changes and suggestions. First response within 3 working days.

Response times are the time to our first meaningful reply, not the time to a full fix. We keep you updated until the issue is resolved. Requests for new features or changes outside your agreed scope are handled as change requests and may be charged separately.

Maintenance

• We schedule planned maintenance outside business hours where possible, normally between 12am and 6am (MYT).
• If planned maintenance is expected to interrupt the service, we give at least 3 working days' notice by email or in the platform.
• We avoid planned maintenance during your live events. Please tell us your event dates and on-sale dates in advance so we can plan around them.
• We may need to carry out urgent maintenance, such as security fixes, at short notice or without notice. When this happens, we will tell you as soon as we can.

Service availability

Any specific availability commitment, such as an uptime target, how it is measured and any service credits, is set out in your agreement or service level agreement. Where your agreement does not include one, we use reasonable efforts to keep our services available, but we do not guarantee that they will be uninterrupted or error-free.

Availability commitments do not cover interruptions caused by:

• planned maintenance we have given notice of, or urgent security maintenance;
• your own systems, devices, internet connection, venue power or venue network;
• third-party services outside our control, such as payment gateways, banks, WhatsApp, email providers and cloud providers;
• use of the service in a way that breaks our terms or our instructions;
• events beyond our reasonable control.

During a major incident, we send updates by email or WhatsApp. For critical incidents, we can provide a short written summary of the cause and the steps taken, on request.

Your responsibilities

• Nominate contact people and administrators, and tell us when they change.
• Keep login details secure, and tell us straight away if you suspect unauthorised access.
• Give us accurate information, and timely access to your systems, venues and people when we need it.
• Provide and maintain your own devices, internet connection, power and network at your premises and venues, unless we have agreed to provide them.
• Report problems promptly, with enough detail for us to investigate.
• Use supported browsers, devices and software versions, and follow our reasonable instructions.
• Keep your own copies of data you need to keep outside our platforms.
• Make sure your own customers and attendees receive the notices they need, including your privacy notice and your refund and ticket terms.

On-site support

• We provide on-site support for events, installations and hospitality sites by booking. Please book at least 7 working days in advance.
• On-site support is charged as set out in your quotation, including any travel and accommodation costs outside the Klang Valley.
• For urgent issues at a live event or site, we will send a technician if one is available, but we cannot guarantee same-day attendance unless it is in your agreement.
• Please make sure our staff have safe working conditions, access to the areas they need, and any venue passes or briefings required.

Hardware repairs

Hardware under warranty or a support plan can be brought to, or collected for repair at, our service centre. We aim to diagnose the fault within 5 working days and will tell you the expected repair time. Where available, we can lend you a replacement unit while yours is being repaired. Repairs outside warranty or plan cover are quoted before we start.

Changes to our services

• We improve our services over time and may update features, interfaces and the third-party providers we use.
• If a change will significantly reduce a feature you rely on, we give at least 30 days' notice.
• If we retire a product, we give at least 90 days' notice and help you export your data.
• Changes needed for security or to comply with the law may be made at shorter notice.

Escalation and contact

If you are not happy with how a request is being handled, ask for it to be escalated to your account manager, and then to a director. Email [email protected] with "Escalation" in the subject line and your request reference.