Student Management System
Support Policy
This support policy and procedure defines the service you will receive for both Free Support and Paid Support with eSkilled Student Management System. It outlines the process we use in providing support, as well as detailing the procedure for lodging support tickets in our Help Centre, to ensure you receive the best level of support and care with eSkilled.
Free Support
Free Support includes onboarding support and support required that fits into these categories:
- Onboarding Training
- “How-To” Questions
- Software Updates
- Problems or Defects in the Software*
- Course Updates Initiated by eSkilled
Note: Free support excludes administration and management of customers specific environment (see eSkilled Operations and Management Tasks table for details)
Onboarding Training: All clients receive a Free webinar with up to Six (6) selected staff from the client’s organisation that covers how the use the eSkilled RTO Software including:
- Key Functions and Features of the Software
- How to Add and Enrol Users Course Structure Overview
- How to Add and Edit a Course
- How to View Reports
- How to Access User Guides
*A problem or defect is defined as a verifiable and reproducible software problem, or error, that causes a failure of the server or software to operate substantially in accordance with applicable end-user documentation. This excludes issues or errors caused by customer customisations of courses, reports or other functions edited by customers.
Support Process
Before lodging a support request, we urge all clients to visit our Knowledge Centre to find tutorials on how to complete most functions in the eSkilled Software, you can access our knowledge base by clicking HERE. We find most clients will find the answer they need here without needing to wait for a support response.
If you are unable to find the answer or have a critical support need, all support requests should be lodged through one of the two support ticket processes below:
This can be done in two ways:
- You can email your support requirement or query to support@eskilled.com.au
- You can lodge a Support Ticket by clicking HERE
The Diagram to the Left outlines the support process from lodging your support ticket to resolution.
The Help Centre is monitored 9am-5pm(AEST) Monday to Friday (excluding public holidays), requests for support outside of these hours will be actioned during the next applicable business hours session.
Free Support Priority Definitions and Response Times
Upon receipt of the customer issue, our team will strive to provide a case number, priority, and next steps as quickly as possible. We always work to resolve issues as quickly as possible. Any issues not resolved within the initial response, will be investigated to determine the issue impact, priority level and response times as documented below. The following table outlines the Support Issues Description, Priority level and target response time for different issues reported
Priority Level | Support Issue Description | Response | Target Response Time |
Critical: | Your Software is not available or consistently fails to respond within 30 seconds from the time a properly-formed request is sent. There is an immediate impact to the continuity of business. |
| 0-2 Hours |
Medium: | Program errors that prevent some functionality or process of your Software from working as intended and that substantially and adversely impact the overall performance or use of your Software. |
| 4-8 Business Hours |
Low: | Program errors that prevent some functionality or process of your Software from functioning as intended that do not seriously affect the overall performance or use of your Software. |
| Within 1 Business day (24 hours) |
Emergency AFTER HOURS Technical Support – Critical Priority Tickets ONLY
For Critical Support outside of Monday to Friday (AEST) or on public holidays, clients must call 1300 884 811 and select “option 2” to get after-hours technical support. Only issues that fit the definition of critical priority will be handled through the after-hours support team.
Operation and Management Support Roles and Responsibilities
The table provides an overview of the roles and responsibilities for Setup, Administration and Management of the eSkilled Software
| Cloud Server Hosting | Software Management and Administration | Site Administration |
ROLES |
|
|
|
RESPONSIBILITY | eSkilled | eSkilled | Customer |
POLICIES |
|
|
PAID Support
Paid Support: Includes all other Support not included in Free Support and Onboarding Training Definitions. These include, but are not limited to:
- Software customisations
- Software or Website integrations
- Custom Report Builds
- New course custom development
- Existing course customisations
- New Plugin installation, setup and testing
Customers have the choice of buying the support hour bundle that best suits their needs. The table below provides pricing for our eSkilled Paid Support Plans.
Paid Support Hour Bundles
LEVEL 1 – Support Hour Bundle (Administrator Support)
| Hours | Bundle Cost | Per Hr Rate (ex GST) | Discount (ex GST) |
2 Hr – LVL 1 Support Bundle | 2 | $240 | $120 | NA |
4 Hr – LVL 1 Support Bundle | 4 | $440 | $110 | $40 |
8 Hr – LVL 1 Support Bundle | 8 | $760 | $95 | $120 |
LEVEL 2 – Support Hour Bundle (Programmer Support)
| Hours | Bundle Cost | Per Hr Rate (ex GST) | Discount (ex GST) |
5 Hr – LVL 2 Support Bundle | 5 | $900 | $180 | NA |
10 Hr – LVL 2 Support Bundle | 10 | $1,600 | $160 | $200 |
20 Hr – LVL 2 Support Bundle | 20 | $2,600 | $130 | $1,000 |
Any paid support will be requested by the customer through the following help centre processes:.
- You can email your support requirement or query to support@eskilled.com.au
- You can lodge a Support Ticket by clicking HERE
Once the ticket has been reviewed, an estimate of timeframes and cost will be provided to the client for acceptance, prior to paid work being undertaken. Any estimates will be indicative only. eSkilled will keep documented records of all actual time spent on client paid support requests, and actual time spent will be deducted from the clients support hours.
Where the client has insufficient support hours credits, they will be directed to purchase a support bundle to cover their support needs.
Extra Training Bundles
eSkilled offers extra training support bundles to assist your organisation with furthering the skills of your team OR onboarding new staff to the system.
You can purchase a Training Support Bundle and simply book your training with our support team at support@eskilled.com.au.
Training Support Bundles
| Hours | Bundle Cost | Per Hr Rate (ex GST) | Discount (ex GST) | |
| 2 Hr Training Bundle | 2 | $300 | $150 | NA |
| 4 Hr Training Bundle | 4 | $500 | $125 | $100 |
| 8 Hr Training Bundle | 8 | $800 | $100 | $400 |
Extra Data Add On Packs
For RTOs who need more data storage, eSkilled has add on packs for you to choose from. Check out the table below and find the extra data add on pack that fits your RTO’s need today. To upgrade your data storage, contact us on support@eskilled.com.au.
| Extra Data Add On Packs | Gigabytes | Cost (Per Month Ex GST) |
|---|---|---|
| Data 200 – 200GB of Additional Storage | 200 | $70 |
| Data 500 – 500GB of Additional Storage | 500 | $150 |
| Data 1000 – 1000GB of Additional Storage | 1000 | $250 |
| Data 2000 – 2000GB of Additional Storage | 2000 | $400 |
