Service Support Agreement (SSA)

This Service Support Agreement (SSA) outlines the terms and conditions for obtaining 'how to' support for Timetabling Solutions desktop software and cloud applications.

The SSA is intended to cover non-technical support related to using the Timetabling Solutions software. In contrast, technical support, including installation, error reporting, and bug fixes, is provided separately under your Software Maintenance Agreement (SMA).

1. Scope of Support

The SSA covers 'How do I...' or 'Why does...' support requests related to the operation and use of the Timetabling Solution’s software.

The following methods of support are available under the SSA:

  • Email support
  • Phone support
  • Support tickets
  • Screen-sharing sessions

The SSA covers emails sent with links to knowledge-base articles.

Not Included In SSA: Technical support for software installation, error reporting, and bug fixes are included under the existing SMA and provided at no additional charge.

Support requests for service information, prices and demonstrations of software not yet purchased are provided at no additional charge.

2. SSA Terms and Pricing

  • The SSA is available for 1 hour or 5 hours and can be purchased here:  https://www.timetabling.com.au/product-page/service-support-agreement-1

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

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


  • Time Deduction: Support requests will be logged, and only the actual time spent on them will be deducted. For example, a 10-minute phone call will count as 10 minutes rather than being rounded up to the nearest quarter-hour.

  • SSA hours do not expire and will carry over until all 5 hours are used.

  • Maximum call time is 60 minutes per day.

3. Logging Support Requests

  • For each request, the following details will be logged: date, time, duration, a summary of the support provided, and the name of the user receiving support.
  • Support is available only to named users verified as school employees who purchased the SSA. Anonymous users are not eligible for support under this agreement.
  • Timetabling Solutions will seek to verify users before providing support, by requesting their software licence code, full name, email address, phone number, teacher code or other information unique to the school to verify the user before providing support

4. To request support, we recommend submitting a support ticket

  • For Desktop users, click Help from the top menu, and on the right-hand side, click Help & Support | Support tickets
  • For cloud application users, when signed into https://timetabling.education, click the help icon ? | Support Tickets
  • If you no longer have access to the application, you can create a support ticket directly at https://timetablingsolutions.freshdesk.com/support/home
  • Email support@timetabling.com.au

Note: By submitting the details entered, you confirm that you agree to the storing and processing of the personal data by Timetabling Solutions as described in the Privacy Policy

5. Optional but Required for 'How To' Support

  • While the SSA is optional, it is required for clients requesting 'how to' support. Clients without an active SSA will not be eligible for this type of support.
  • If you're unsure whether the SSA or SMA covers your request, our reception team or consultants will gladly clarify based on your support question.
  • Timetabling Solutions will assess each support response before deducting minutes from the SSA to determine whether it was helpful, enabled the user to gain knowledge, or improved the user's use of the software. 

6. How to Access Support

Clients with an active SSA can access support via the following channels:

  • Email: support@timetabling.com.au 
  • Ticket System: Click the question mark icon in any of our apps and click Support Tickets
  • Screen Sharing: Scheduled screen-sharing sessions are available upon request, through applications such as Microsoft Teams, Zoom, GoogleMeet
  • Phone: +61 3 5228 3700  (9 am-5 pm AET Mon to Fri)

7. Support Resources

The following resources are available without an SSA to help clients resolve issues independently:

  • Training Manuals: Comprehensive manuals and datasets from our training courses.
  • In-Application Help: Accessible via the question mark icon in the software.
  • Knowledge Base: A fully searchable knowledge base, available through our Help panel in our software or https://timetabling.elevio.help/en

8. Technical Support

Technical support, including but not limited to software installation, bug reporting, and error troubleshooting, will remain available free of charge under the Software Maintenance Agreement (SMA).

9. Termination of SSA

The SSA may be terminated by providing notice to Timetabling Solutions or by non-payment of a tax invoice. In the event of termination, unused hours will not be refundable.

10. Modifications to the SSA

Timetabling Solutions reserves the right to modify the terms of this agreement, including pricing and scope.

Thank you for your continued partnership. Should you have any questions about the SSA or wish to discuss your support options, please contact us at 61 3 5228 3700, support@timetabling.com.au