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 5pm, local time, Melbourne, Australia
Status Page: https://timetabling.freshstatus.io
Brisbane Office
Level 19, 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://timetabling.freshstatus.io 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.
Step 2: if the issue is ongoing, and the Management Portal is available, you can download the Daily Organiser file and open it in V9. All clients have access to V9 & V10 and have a subscription to Web Daily Organiser
- you require an Admin role to access the Management Portal on https://timetabling.education. This is usually assigned to your IT department which has permission to assign Admin roles to users
- open the Management Portal, select the Daily Organiser task, locate your current Daily Organiser file, right-click and select Download. This will create a copy of your data in V9 format and, once ready will send you an email with a link to download. Once ready, it will also be available on the task "Export Bundles' to download directly from the site
- extract the contents zip folder, double click the *.dof9 file and click 'Yes' to open the published timetable that is in the local folder (V9 can be downloaded from the Management Portal, please contact support@timetabling.com.au for your license code if not known)
- when the site becomes available, we recommend re-entering the changes you made in the desktop application
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), your browser and screen resolution, which can be very helpful for our dev team in diagnosing issues.
If you do not have access to the service on 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 that is separate to our infrastructure.
Why isn't someone available to take my call when I have an issue?
Early morning reception or consultant to answer 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://timetabling.freshstatus.io
Completing a support ticket allows the inclusion of additional information, including a screenshot and details of what you are doing when the issue occurs, which all further assist our developers in investigating and resolving issues as soon as possible. This method allows for large volumes of reports to be received, which is expected when a widespread issue occurs.
Most issues are not a simple call-up/one-person fix. 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 in situations of widespread issues, no change would be made in that immediate moment of 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.