Service Support Agreement

The Service Support Agreement (SSA) is available for 1-hour or 5-hours.

AUD299 and includes 1-hour of email, phone, ticket, and screensharing support for 'how to' requests.

AUD1,399 and includes 5 hours of email, phone, ticket, and screensharing support for 'how to' requests.

The SSA hours do not expire, and only the time used will be deducted from the total. For example, a 10-minute call would only count as 10 minutes, rather than being rounded up and charged as 15 minutes under our current structure.
Each support request will be logged, documenting the date, time, length, and a summary description of the support provided, along with the user’s name. Please note that to ensure the quality of our service and accountability, we will only provide support to named users, and those preferring not to be identified will not be eligible for support.

What Is Covered by the SSA?
The SSA applies specifically to 'how to' support requests, while our Software Maintenance Agreement (SMA) will continue to provide access to the software, technical support, installation assistance, error reporting, and bug fixes and these issues are not classified as chargeable and won’t be deducted from the SSA.

We believe keeping 'how to' support separate from the SMA allows us to maintain the affordability of the SMA while offering fair and flexible options for those who need additional assistance.

SSA Is Optional, But Required for 'How To' Support
Purchasing the SSA is not mandatory, but it will be required when making 'how to' support requests from 2025 onwards.

If you're unsure whether your request is covered by the SSA or SMA, our reception team or consultants will be happy to clarify, based on the nature of your support inquiry.

Additional Support Resources
We also offer alternative ways to access support, including:
 
Training manuals and datasets used in our training courses, available to download from our Help & Support panel in our software
 
In-application help via the question mark icon
 
A comprehensive searchable knowledge base: https://timetabling.elevio.help/en

To purchase an SSA, please complete an order through our website: https://timetabling.com.au/shop
 
We look forward to supporting your success in the coming year and beyond.