Technical Support & Service Level Policies

Schedule 1 - Technical Support

1. Scope

The following describes the technical support services (“Technical Support”) that the Company will provide to the Subscriber.

The purpose of Technical Support is to address issues with the Platform that prevent it from performing in substantial conformance with the applicable Documentation. A resolution to such an issue may consist of a fix, workaround or other relief reasonably determined by the Company.

2. Availability

Subscriber can submit a Support Request, and Technical Support will be provided, from Monday to Friday 9am to 5pm AEST excluding gazetted public holidays.

3. Support Requests

A Support Request may be submitted via the below email addresses:

[email protected]

When making a Support Request the User must provide accurate information to assist the Company to resolve the request, including but not limited to:

  • details of the issue;
  • all relevant messages;
  • the circumstances in which the issue arose; and

further information relating to the issue as may be reasonably required to solve the Support request.

4. Severity Table

Each Support Request will be categorised by the Company into one of the following Severity Levels and addressed in accordance with the target times:

5. Exclusions

The Company is not required to provide resolutions for immaterial issues.

Technical Support does not include professional services for implementation, configuration, integration or customisation of the Platform or custom software development, training or assistance with administrative functions.