As part of our ongoing efforts to ensure the most efficient use of support resources, we are writing to inform you of an important update to our service support terms, effective January 1, 2025.
Introducing the Service Support Agreement (SSA)
Starting in 2025, clients requesting 'how to' support will be invoiced a Service Support Agreement (SSA) instead of per support request.
The SSA is available for 1 hour or 5 hours.
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.
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 under our current structure rather than being rounded up and invoiced as 15 minutes.
View the terms and conditions
Current Billing vs. New SSA
Clients are currently invoiced AUD75 for the first 15 minutes (or part thereof) of each 'how to' support request. Under the SSA, only the actual time used will be deducted from your hours, meaning that a 10-minute call will only count for 10 minutes.
What Is Covered by the SSA?
The SSA applies specifically to 'how-to' support requests. At the same time, our Software Maintenance Agreement (SMA) will continue to provide access to the software, technical support, installation assistance, error reporting, and bug fixes.
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 the SSA or SMA covers your request, our reception team or consultants will gladly clarify based on your support question.
Additional Support Resources
We also offer alternative ways to access support, including:
• Training course manuals and datasets
• In-application help via the question mark icon
• A comprehensive searchable knowledge base
We believe these changes will streamline our support services and give you more flexibility in managing your support needs.
If you have any questions or would like to discuss the SSA in more detail, please don’t hesitate to contact us.
To purchase an SSA, please complete an order through our website: https://timetabling.com.au/shop
Thank you for your continued partnership. We look forward to supporting your success in the coming year and beyond.
Kind regards
Michael Wood
General Manager
Contact Support
E: support@timetabling.com.au
W: www.timetabling.com.au/support
P: +61 3 5228 3700 9 am to 5 pm, local time, Melbourne, Australia
f: www.facebook.com/timetablingsolutions