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1300 884 811

enquiries@eskilled.com.au

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:

  1. Onboarding Training
  2. “How-To” Questions
  3. Software Updates
  4. Problems or Defects in the Software*
  5. 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:

  1. You can email your support requirement or query to support@eskilled.com.au
  2. 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.
  • Within 0-2 hours, eSkilled will acknowledge the problem report, and notify you that the problem has been reported.
  • Within 0-2 hours, eSkilled will assign staff to correct the error and communicate to you the steps that will be taken to correct the error
  • Will use best efforts to provide a solution as promptly as possible.

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.
  • Within 4-8 business hours, eSkilled will acknowledge the problem report, and notify you that the problem has been reported;
  • Within 4-8 business hours, eSkilled will assign staff to investigate the error and communicate to you the assessment of the error;
  • eSkilled will use best efforts to provide a solution for any problems related to the configuration or implementation work done by eSkilled within 1 business day or otherwise as promptly as possible.

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.
  • By the next business day, eSkilled will acknowledge the problem report, and notify you that the problem has been reported;
  • Within five business days, eSkilled will assign staff to investigate the error and communicate to you the assessment of the error;
  • eSkilled will use reasonable efforts to provide a solution for any problems related to the configuration or implementation work done by eSkilled within 5 business days

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 HostingSoftware Management and AdministrationSite Administration
ROLES
  • Server Setup
  • 24/7 Monitoring (at 5 minutes interval through SNMP)
  • Installation/Configuration support of DNS and MySQL
  • Proactive Operating System Management and System Updates
  • Reverse DNS Setup
  • Troubleshooting Network issues
  • Data Security Including:
    • Backup
    • Anti-virus
    • Storage
  • Software and SIte Deployment and Set-Up
  • Customer Account Provisioning
  • Initial Unit/Course Creation and updates for licenced units
  • Other Administration and Management tasks not specific to a particular customer environment
  • Billing and Account Management
  • User accounts setup
  • Assessment management and compliance
  • Course delivery and edits
  • User admin and management tasks
  • Additional custom unit creation
  • Customer Uploads
  • Customer environment data security
  • ALL other customer environment administration and management tasks
  • Data usage and storage limits
RESPONSIBILITYeSkilled eSkilledCustomer
POLICIESSecurity and Hosting Management 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:.

  1. You can email your support requirement or query to support@eskilled.com.au  
  2. 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. 

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Training Support Bundles

 HoursBundle CostPer Hr Rate (ex GST)

Discount

(ex GST)

2 Hr Training Bundle2$300$150NA
4 Hr Training Bundle4$500$125$100
8 Hr Training Bundle8$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 PacksGigabytesCost (Per Month Ex GST)
Data 200 – 200GB of Additional Storage200$70
Data 500 – 500GB of Additional Storage500$150
Data 1000 – 1000GB of Additional Storage1000$250
Data 2000 – 2000GB of Additional Storage2000$400
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