Support Guidelines

D-BIT prides itself on premier support for all its clients.

In an effort to better define our support services to our clients, D-BIT Support is publishing these guidelines defining what we do. We hope to increase awareness of the support services we provide and specify our areas of expertise so that you know the level of service you should expect from us.

We pride ourselves on developing long-term relationships with our customers. This document also will help us to define our own expectations for our organisation. The purpose of this document is to better define our support role. It does not apply to other aspects of our organization such as training, consulting, and external contracts unless otherwise stated.

Who We Support

D-BIT Australia Pty Ltd provides support to all registered clients who have purchased D-BIT software, and assists with D-BIT software problems related to their job role responsibilities. Please note: Training is a pre-requisite for support. Should we get a call from a person who has not attended and satisfactorily passed our certified training course, we will charge these calls out at an additional $385.00† per hour or part thereof.

What We Support

D-BIT Australia Pty Ltd has expertise with the entire range of D-BIT software programs.

We support all aspects of our software including product failure, program bug, setup of custom actions, how to questions, reinstallation of D-BIT (Network installation only), general Ledger enquires and all web updates to software

What We Don’t Support

To ensure D-BIT Australia continues to provide world-class support, D-BIT Australia employees will not provide any forms of support on the following areas: Third party applications (including Banking software), Pervasive Software, MS-SQL, give advice on tax calculations and rules. (Please contact the Australian Taxation Office), custom installations that have not been implemented by D-BIT Australia and custom reports that have not been created by D-BIT Australia.

The Support Help Desk is not to be used in lieu of obtaining system training or for training replacement personnel. Although troubleshooting the software in some cases requires us to ask questions regarding your operating environment, D-BIT Australia’s support team are not responsible for network, operating system, third party applications or computer maintenance. Your IT department or local service provider must do this.

How our Support Works

A support manager will be assigned to your company upon completion of the D-BIT installation and registration details (See below). This premium support is designed to provide your company with the availability of highly qualified support personnel whenever you require.

We categorise our response times as follows:

1. Priority 1 – Critical Product Failure: response within 90 minute
2. Priority 2 – Non-critical Failure: response within 4 hours
3. Priority 3 – Major Problem: response within 12 hours
4. Priority 4 – Minor Problem: response within 2 weeks

With our support you’re never on your own – we’re committed to your success and your team running at maximum productivity long after your system purchase and installation.

When and How to Reach Us

The D-BIT Australia support team is located in North Sydney. We provide support services by telephone, e-mail, or web. Our operating hours are: Monday through Friday, 9:00am to 5:00pm. Generally, most users have the same questions. Therefore check the knowledge base first, you may find the answer you are looking for really quickly.

Help Desk Registration

In order to receive support, you will need to be registered which your consutant will do with you.

Telephone Support 

You can contact our telephone support line on 1300 55 85 81. Telephone support is available Monday to Friday from 9am up until 5pm (Eastern Standard Time). Any support calls outside of these hours is by arrangement and carries a surcharge. Please ensure the person ringing is authorised to use the D-BIT software and has undergone our training program. Please indicate to the support person what priority level the issue is Online Help Desk and Email Support. Click the Help Desk icon located on the top right toolbar in your software(Use the login details that were given to you). Easy to use online knowledge base is available when searching by problem category or keyword once logged into Help Desk. Click on Knowledge Base located at the top of the page, then enter your search criteria. You can email our Help Desk using the email address support@d-bit.com.au, but please be aware email is not 100% reliable so it doesn't mean we will receive it. For the best results we advise you log all queries on the helpdesk system.

Installations and Reinstallation Services

As D-BIT Software is not an off the shelf product reinstallation of the software can be complicated and involved. For this reason, we strongly recommend all installations and reinstalls are completed by a consultant and installed in the default locations. The Support Help Desk will be able to talk you through a workstation installation if the NPADMIN directory is located on the server. Although all care is taken to ensure installation is completed correctly, we cannot take responsibility for the setup.

CD-ROM Replacement

Replacement or lost D-BIT CDs are resupplied for a charge of $55.00† This also applies to lost Pervasive CD’s, which a charge of $200.00† will be applied for the media and licence key. Postage and handling fee will also apply. You must have a current support agreement with D-BIT Australia.

Consulting Services

D-BIT Australia Pty Ltd has professionals that are willing to assist you with any customisations of your system after the initial purchase and completion of the project. This includes: additional training, formulae modifications, programming, data integration, third party integrations and anything else that is outside the support guideline brief Consulting is a charged service with different rates of billing. Rates quoted are applicable to metropolitan areas only, travelling expenses including accommodation, mileage and travel time will be charged for travel outside of the metropolitan area. The minimum charge for consulting is two hours. Pricing is GST Inclusive and is subject to change without notice. A service order must be completed and signed by an authorised representative of the Organisation. This is to be returned to D-BIT before a consultant can start the work or go onsite. Consulting is to be completed on a time and materials basic unless stated.

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