Support Usage Policy: Availability, Fair Use, and Escalation Guidelines

Created by Marcelo Douin, Modified on Thu, 19 Jun, 2025 at 2:19 PM by Marcelo Douin

To ensure a high-quality support experience for all users, BASA applies the following policies:

Availability: Support is available during business hours, Monday to Friday.
Initial Response Time: Expect a response within 2 business hours for standard inquiries.
Fair Use: Excessive or repetitive requests outside the scope of standard support may be limited or redirected.
Escalations: Urgent issues can be escalated directly from the in-app widget using the “Mark as Urgent” checkbox.

By adhering to these guidelines, we aim to deliver fast, fair, and effective assistance to every user.