Helpdesk (Mon-Fri 9 am-5 pm)
Our support team operates a helpdesk from 9 am–5 pm, Monday to Friday (ex Public Holidays). Helpdesk services is via remote desktop and required to have internet services onsite.
Remote support is FREE for our customers for the first 90 days from the date of invoice. This is to facilitate a smooth learning and setup process for your new system.
After the first 90 days, the remote desktop support fee is $59 per hour/1 hour minimum. Respond time for helpdesk support is usually within 60mins.
After-hours/Emergency Support (24/7)
Our support team operates the Afterhours helpdesk 24/7. Support services is via remote desktop and required to have internet services onsite.
Emergency remote support is FREE for our customers for the first 90 days from the date of invoice.
After the first 90 days, after hours emergency remote desktop support fee is $149 per hour/1 hour minimum. Respond time for helpdesk support is usually within 60mins.
Onsite Service (Mon-Fri 9 am-6 pm)
Onsite service is available for customers from 9 am–5 pm, Monday to Friday (excluding Public Holidays) within Melbourne. Turnaround time is usually within 48hrs.
The callout fee is $249 per hour/1 hour minimum. Support outside of business hours will incur additional charges.
Helpdesk is subject to staff availability and may not be available on weekends and public holidays.
Helpdesk Support Plan
A helpdesk support plan is available for you to reduce the ongoing service and support cost of the system.
This agreement provides you with limited FREE support calls to our helpdesk for remote support, 9am–5pm, Monday to Friday (excluding Public Holidays).
Customers on this plan also enjoy 20% reduced rates for emergency and onsite services.
The cost of the support plan is $89 inc GST per month on direct debit.
System Backup (every 90 days) ^
Regular system backup is your responsibility. The system will remind you every 30 days by default. You are required to store backups on an external USB device. This backup is required to restore the system in the event of a hardware failure.
Customers recommended contacting the helpdesk immediately if they had any problems with the system backup.
Additional charges may apply in the event of a system restore is required and the recent database backup is not available.
^ where applicable.
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We – Exset Holdings Pty Ltd and You – Customer