§ HelpSupport & SLAs
Talk to us.
One inbox. Every reply comes from the people who build the calc engine.
— 01 · Contact
Channels
- Product / calc question / billing: info@paraplanai.co.uk
- Suspected security issue: security@paraplanai.co.uk
- Compliance / DPA / GDPR: info@paraplanai.co.uk — point your firm’s DPO at the same address; we copy them on the reply.
— 02 · SLA
Response by tier
| Tier | Acknowledgement | Resolution target |
|---|---|---|
| Free | Best-effort | When time allows |
| Pro | Next business day | 2 business days for product Qs · 1 business day for calc-error reports |
| Firm | 4 hours (business hours) | NBD for calc-error reports · 2 BD for product Qs |
Business hours: 09:00–17:30 GMT/BST, Monday–Friday excluding UK bank holidays. Calc-error reports take precedence over feature requests on every tier.
— 03 · Cited
Calc-error reports
If a calculation disagrees with HMRC's published rule (PTM for pension, IPTM for bond), email info@paraplanai.co.uk with:
- The run ID (visible at the top of the compliance annex).
- The HMRC reference you're testing against (PTM / IPTM chapter, or a worked example URL).
- Optionally, what you expected vs what you got.
Calc-error reports are re-derived against the HMRC corpus before reply; you'll get either a fix-and-redeploy date or a citation showing why the engine is right.
— 04 · See also
/trust → — the audit-grade build story (HMRC corpus, property-based tests).
/security → — controls, sub-processors, breach notification.
/privacy → — what we collect, how long we keep it.
/legal/dpa → — Data Processing Agreement (download).