Support
How We Support You?
One Month Free Support
All XLAutomation projects include a one month free support period from time of project completion. During this time we encourage our clients do as much testing of the workbook as possible to identify any issues not seen in the production & testing phase. Our support team will respond quickly to resolve these.
Support Plans
We offer Support Plans for clients looking for a guaranteed rapid response to requests for help after the one month free support has finished. Discounted consulting rates are also provided under a support plan for any future enhancements or improvements you may wish to make.
A Support Plan is like an insurance policy for your workbook. Our experience has shown that even the most thoroughly tested workbooks can have problems when used in a "real" environment. It may not happen immediately, sometimes a problem can be reported many weeks later.
At these times when the workbook is an important part of your business process you need access to support and for that support to respond and resolve the issue as quickly as possible.
Guarantee
Help when you need it! Our support portal is open 24/7 365 days. We guarantee to respond to our supported clients within 12 hrs. of contact, often sooner.
Priority
Get fast tracked to the top of our queue and automatically allocated to our support team via a ticket in our service desk system.
Priority
Discounts
A Support Plan gives you a discounted hourly consulting rate for any enhancements or improvements you wish to make to your workbook.
Support Plan Options
No lock-in contracts,
flexible to cancel anytime
Standard
$40 / Month
Contact support team 24x7
Support ticketing system
High priority allocation
2 hours of included support p/m
Discounted additional consulting rate $100/hr
Flexibility to cancel at any time
Switch plans at any time
Premier
$80 / Month
Contact support team 24x7
Support ticketing system
High priority allocation
5 hours of included support p/m
Discounted additional consulting rate $80/hr
Flexibility to cancel at any time
Switch plans at any time
All prices in Australian Dollars and exclude GST (Australian Customers Only)
Notes for the Support Plans:
​
-
Minimum term of 3 months on all new Support Plans
-
Monthly included hours do not rollover to the next month if unused in a previous month
-
Workbook refers to an Excel Workbook or Google Sheet
-
Included hours can only be used for Support.
-
Any Enhancement or New consulting is chargeable at the discounted consulting rate for the support plan
-
A support plan can be cancelled at anytime after the initial minimum 3 month term
-
The current months support cost is not refundable, support for the customers workbook will cease at the end of the month.