Timetabling Solutions
Email: support@timetabling.com.au
Searchable Knowledgebase: https://timetabling.elevio.help/en
Submitting a Support Ticket: When signed into the application via 'Help & Support | Support Ticket'. If you no longer have access to the application, you can create a support ticket directly on https://timetablingsolutions.freshdesk.com/support/home
Phone: +61 3 5228 3700 9 am to 5 pm, local time, Melbourne, Australia
Status Page: https://status.timetabling.education/status/live
Brisbane Office
Level 10, 127 Creek St
Brisbane, QLD, 4000
Geelong Office
Level 3, 49 Malop Street,
Geelong, VIC, 3220
Post
Timetabling Solutions
PO Box 928
TORQUAY VIC 3228
What to do when the system is unavailable
Step 1: Check https://status.timetabling.education/status/live to see if an incident is occurring, if so, and you would like to receive status updates by email, click the Subscribe button and enter your email address. You can unsubscribe at any time. Alternatively, you can access the site to view updates.
What is the best method to report an issue?
1. When signed into the application via 'Help & Support | Support Ticket'
2. If you no longer have access to the application, you can create a support ticket directly on https://timetablingsolutions.freshdesk.com/support/home
3. Email support@timetabling.com.au
4. Call +613 5228 3700 (M-F, 9-5:30 AET)
When encountering an issue, please provide as much detail as possible for someone to reproduce the steps ie if using Daily Organiser, what date you have open, which task and the Correlation ID of the error you received (if applicable).
A support ticket will automatically include your name, email address, and school (from your login information), as well as your browser and screen resolution, which can be very helpful for our dev team in diagnosing issues.
If you do not have access to services at https://timetabling.education or https://selectmysubjects.com.au, you can create a ticket directly on https://timetablingsolutions.freshdesk.com/support/home, which is the service we use to manage our support tickets and is separate from our infrastructure.
Why isn't someone available to take my call when I have an issue?
An early morning receptionist or a consultant answering a telephone call will not be able to resolve the issue immediately; they will just be taking notes to pass on. Outages and issues with our infrastructure are reported automatically, and our dev team will begin investigating asap and will post the status on https://status.timetabling.education/status/live
Completing a support ticket allows you to include additional information, such as a screenshot and details of what you are doing when the issue occurs, which further assists our developers in investigating and resolving issues as soon as possible. This method allows large volumes of reports to be received, which is expected when a widespread issue occurs.
Most issues are not simple one-person fixes. They require investigation, including consideration of why the issue occurred and what is the best fix, as well as time to test and recreate the issue. This can sometimes take several days. Finally, the fix must then be applied, depending upon the nature of the fix, this may be required to be done at a later time to limit the impact on other users. Unless there are widespread issues, no changes would be made during an early morning call, as it would be too risky to make changes to the server when there is potentially a lot of client traffic to the site.