Everything you need to know about our support system
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.
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.
D-BIT Australia Pty Ltd has expertise with the entire range of D-BIT software programs.
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:
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.
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:
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.
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.
In order to receive support, you will need to register your company’s details via the D-BIT website.
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.
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.
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:
Consulting and development 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 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.