Support Guidelines

Everything you need to know about our support system

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.

  1. We support all aspects of our software:
    a. Product failure
    b. Program bugs
  2. General Ledger enquiries
  3. 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. We are a reseller of the software only. You have 30 days free support with Pervasive relating to any Pervasive database issue
  • Give advice on tax calculations and rules. (Please contact the Australian Taxation Office)
  • Custom installations that have not been implemented by D-BIT Australia
  • Custom reports that have not been created by D-BIT Australia (changes to reports are not part of support)
  • Customer Environment Issues
  • Integrated reports or systems that were not created or provided by D-BIT
  • Problems cause by user error
  • Problems caused by third Party applications
  • 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 5:30pm. 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 register your company’s details via the D-BIT website.

  1. Go to http://helpdesk.d-bit.com.au/.
  2. Click Register and fill in the form on the following page. You will need your software serial number which is located on the top right corner of your D-BIT software once your company data is open. This code starts with the letter P.
  3. Once submitted, you will receive a confirmation via e-mail as soon as this process is complete. This will include your username and password.

Telephone Support

  • You can contact our telephone support line on 1300 55 85 81.
  • Telephone support is available Monday to Friday from 9:00am to 5:30pm (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

  • Website address http://www.d-bit.com.au
  • Easy access to online Help Desk
  • Go straight to http://helpdesk.d-bit.com.au/ or click on Helpdesk Login located at the top of our website (Use your login details that were sent to you via email).
  • 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.

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.

Development and Programming Services

D-BIT Australia Pty Ltd has professionals that are willing to assist you with any custom software development of your systems after the initial purchase and completion of the project. All custom development works carries a 30-day limited liability warranty. Programmers and developers do not provide support and any time spent on system queries and changes is chargeable.

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
  • Creating New Actions
  • GL Configuration
  • Project Management and Project Meetings
  • Extracts
  • Customisations
  • Custom Reporting
  • Formula modifications
  • Data pumps
  • Third party integrations
  • System Health Check
  • Anything else that is outside the support guideline brief

 

Charges

Consulting and development is a charged service with different rates of billing.

  • Professional Consultant – $ on application
  • Senior Consultant – $ on application
  • Programmer – $ on application

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 Exclusive 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.


Drop us an email or give us a call for some good advice.