1. About this Policy
This Support Policy forms part of, and is incorporated into, the Software Terms of Use and Licence between you and us (Terms). Capitalised terms used but not defined in this Policy have the meaning given in the Terms. We may update this Policy from time to time in accordance with clause 12.3 of the Terms, and the current version is always available at estimator.plus/support-policy.
2. Support levels
We provide Support at the level (if any) set out for your plan in Schedule 2 or displayed at checkout when you subscribe. Some plans include Support and some do not. Where your plan does not include Support, we do not supply Support for that plan, and this Policy does not apply to you.
3. What Support covers
Where your plan includes Support, we will use reasonable endeavours to:
(a) answer your questions about accessing and using the Platform; and
(b) investigate and respond to errors in the Platform that you report to us,
through the channels and during the hours set out in this Policy.
4. How to request Support
You may request Support through the channels stated for your plan in Schedule 2 (for example, by email to support@estimator.plus or through the in-Platform support function). To help us respond, please include a description of the issue, the affected project or feature, and any error message or screenshot. A request is treated as logged when we receive it with enough information for us to begin investigating.
5. Support Hours
We provide Support during Support Hours, being 9.00am to 5.00pm on a Business Day, unless Schedule 2 of the Terms states otherwise. Support Hours are based on time in Victoria, Australia. A request received outside Support Hours is treated as received at the start of the next Support Hours.
6. Target response times
Where your plan includes Support, we aim to acknowledge logged requests within the following target times, measured during Support Hours from when the request is logged:
(a) Priority 1 (the Platform is substantially unavailable): 2 Support Hours;
(b) Priority 2 (a significant feature is impaired): 2 Business Days; and
(c) Priority 3 (general questions and minor issues): 5 Business Days.
These times are targets only and are not guarantees. We assign priority acting reasonably.
7. Your responsibilities
To help us provide Support, you must:
(a) provide the information and reasonable cooperation we need to investigate a request;
(b) keep your account credentials secure and your account contact details current;
(c) maintain the equipment, network, browsers and software you use to access the Platform; and
(d) apply any update or workaround we reasonably recommend.
8. What Support does not cover
Support does not include, and we may decline or agree to provide for an additional fee:
(a) training, onboarding or user education;
(b) configuration, customisation, integration or development work;
(c) data entry, data correction, data migration or data recovery;
(d) on-site or in-person support; and
(e) assistance with an issue to the extent it is caused by your or an Authorised User's misuse of the Platform, your equipment, network or software, a third-party product or service (including an AI Agent or the AI Provider), or use of the Platform other than in accordance with the Terms.
9. Changes to this Policy
We may update this Policy from time to time, including to reflect changes to the Platform or our support operations. We will give you reasonable prior notice of any change that materially reduces the Support included in your plan, and clause 12.3 of the Terms applies to that change. Your continued use of the Platform after a change takes effect means you accept the updated Policy.
10. Relationship with the Terms and your consumer rights
This Policy is subject to clause 11 of the Terms. Nothing in this Policy excludes, restricts or modifies any Non-excludable Right, including the guarantee that services supplied to you will be provided with due care and skill. To the extent of any inconsistency about Support, the Support level and Fees set out for your plan in Schedule 2 of the Terms or at checkout prevail, then the Terms, then this Policy.