PASS Priority Support
Support that picks up in 60 seconds
When something goes wrong in care, you need a real answer fast. PASS Priority Support is included with every subscription – phone, chat or email, with humans on the line whenever it matters.
NHS Assured. Trusted by 1,250+ care providers
Always there
Real help when you need it
Speak to us in 60 seconds
Call us and speak to a real person. Average wait times are less than 1 minute*.
Get instant answers
Our smart chat bot Fin answers most questions instantly.
Account manager
Every customer has a named account manager who knows your service inside out.
Launch support
The PASS difference
Most software providers take days to reply. PASS answers in seconds.
With PASS Priority Support, you’ll always speak to someone who knows the platform inside out and understands how care works.
No generic helpdesk. Speak to someone who really understands your service and setup
Fix it on the call. Most issues get resolved in a single conversation.
Everything included
Six ways to get help, all in your subscription
Phone support
Speak to a real person in under 60 seconds. Plus, get out-of-hours support for urgent issues**.
Instant answers
24/7 chat bot answers most common questions any time.
Email support
Send a question and get a considered reply from someone who knows your account.
Account manager
A named contact from your first week who understands your service, your team and how you work.
Launch project manager
A real person works with you through data migration, setup and training, and stays with you on go-live day.
On-site visits
Available as an optional extra when hands-on support makes sense for your team.
Book a free tour
Learn more about PASS Priority Support
Get clear answers about the PASS platform and support
See PASS in action with real visit and care examples
Get your personalised plan with pricing that fits your setup
Free and no obligation!
Customer success
Trusted by 85,000+ care professionals
“Staff feel supported, managers feel confident, and families feel connected. It has become a core part of how the team delivers person-centred care”
Questions and answers
PASS Priority is the support service included with every PASS subscription. It covers 60-second phone support, AI live chat via Fin, a named account manager, and dedicated onboarding with a launch project manager.
Our average answer time on the phone is 60 seconds. You speak to a real person who knows PASS – not a bot. Phone support is available Monday to Friday, 9am–5pm. Out-of-hours phone support covers urgent issues affecting care delivery or payroll – the same number, any time.
Yes. Every PASS customer has a named account manager from their first week. They get to know your service and team and are your direct contact for ongoing support.
You get a dedicated launch project manager who works with you through data migration, platform setup and team training. They’re there on go-live day, not just during setup. Most services are live within 30 days.
Your launch project manager handles the migration with you step by step. You won’t be left to figure it out from a help article – a real person sees it through with you.
