Support

Contact channels

• General support — support@paxanima.com [TODO: confirm operational mailbox]
• Privacy and data-subject requests — privacy@paxanima.com [TODO: confirm operational mailbox] (see also Privacy Policy)
• Security disclosures — security@paxanima.com [TODO: confirm operational mailbox]. Please do not file security issues through general support.
• Sales and demo — use the demo request form.

Response targets

Our targets are based on the tier of your subscription. They are aspirational on weekends and Belgian public holidays.

• Starter — first response within 2 business days. Email only.
• Professional — first response within 1 business day. Email with a named account contact.
• Enterprise — first response within 4 business hours during office hours (09:00–18:00 CET). Shared incident channel on request.

Service disruption affecting multiple tenants is treated as a P1 across all tiers and is communicated on the Status page within 30 minutes of internal confirmation.

Before you write

A few things that make tickets faster to resolve:

• Include the case tracking code or memorial slug if the issue is about a specific record.
• Include the time (with timezone) the issue happened — our logs are queried by UTC timestamp.
• Include the user’s email or user ID, and which portal you were in (Admin, Driver, Vet, Parent).
• Screenshots are welcome. Please redact pet-owner PII before sharing.

Data-subject requests

Account-holders can export or erase their own data immediately from Settings → Privacy. End-users who do not have an account (pet owners, condolence authors) should contact the crematorium that handled their case — the crematorium is the data controller and routes the request through us as processor.