Support Policy

Effective date: 9 August 2026
Last updated: 9 August 2026

This Support Policy explains how to contact DATAV3 about support, billing, privacy, records and security. It is operational guidance only and is not a service-level agreement, warranty or contractual commitment.

1. Contacting support

Email: contact@diligenceresearch.com.au

Use a clear subject such as Account support, Billing support, Privacy request, Record review, Suppression notice, Security report or Plugin support.

Send only the information reasonably needed to investigate. Do not send passwords, authentication secrets, complete payment-card details or unredacted identity documents.

2. Availability

Support requests may be submitted at any time. They are reviewed according to urgency and available resources. We do not provide continuous monitoring or support unless agreed in writing.

3. Response approach

We aim to respond within a reasonable timeframe, having regard to urgency, complexity and any information or third-party assistance required. Acknowledgement, update and resolution times are not guaranteed unless agreed in writing.

4. What to include

Include, where relevant:

• the DATAV3 account email or organisation;
• a concise description of the issue;
• the approximate date and time;
• the affected page, feature, tool or record; and
• any displayed error message or redacted screenshot.

Do not send a complete connected-service conversation or any password, token, cookie or authentication header.

5. Account, plan and billing support

Available plan and payment information can be reviewed under Account > Plan & billing. Individual subscriptions can be cancelled using Stop plan or by contacting support if self-service cancellation is unavailable.

Cancellation, refunds and credits are governed by the General Terms and applicable law. Account deletion is handled separately under the Privacy Policy.

6. Plugin and MCP support

The DATAV3 plugin requires an authenticated DATAV3 account and an eligible plan. It provides read-oriented search and retrieval tools and does not create or change subscriptions inside a connected service.

For a plugin issue, provide the connected service, the step that failed, the approximate time, any displayed error and the minimum redacted input needed to reproduce the issue.

7. Record review and legal restrictions

DATAV3 indexes public official-source material. You may contact us about a possible indexing or extraction error, incorrect record association, or legal restriction on access.

Identify the DATAV3 record, the relevant source and the basis of the request. We may request further information or authority to act.

We may restrict or remove a record if we become aware that it is subject to a suppression or non-publication order. If an issue concerns the original source, we may direct you to the publisher while separately addressing any DATAV3 indexing error.

8. Privacy requests and complaints

Requests for access, correction or account deletion, and privacy complaints, may be sent to contact@diligenceresearch.com.au. They are handled in accordance with the Privacy Policy and applicable law.

9. Security reports

Suspected security vulnerabilities should be reported to contact@diligenceresearch.com.au. Reporting a vulnerability does not authorise access to, testing of or interference with DATAV3 systems, accounts or data.

Do not access, retain, alter or disclose another person’s information. Do not conduct denial-of-service, automated scanning, social engineering or other disruptive activity.

10. Service incidents

We may provide incident information by email, website notice or another appropriate channel. We will provide any notification required by applicable law.

11. Accessibility and conduct

We may provide reasonable adjustments where required by law. We may limit abusive, threatening, repetitive or bad-faith contact while continuing any process required by law.

12. Scope and changes

This Policy describes standard support and may be updated as DATAV3 or its support arrangements change. A signed agreement may provide different support arrangements and prevails to the extent of any inconsistency.

13. Contact

Diligence Research Pty Ltd
ABN 11 625 635 305 | ACN 625 635 305
Email: contact@diligenceresearch.com.au
Website: https://data.diligenceresearch.com.au