Purpose

This Support Scope Policy outlines the services and limitations of PowerPro’s customer support team and is intended to set clear expectations and ensure efficient, effective support delivery.

Supported Services

Our support team is available to assist with issues and inquiries relating directly to the use of PowerPro including:

  • Initial setup of the software and any PowerPro internally developed integrations
  • System access and login issues
  • Navigation and functionality of the software
  • Error messages specific to PowerPro and performance issues within the software
  • Initial setup of the software and any PowerPro internally developed integrations
  • User role and permissions configuration
  • Data input and reporting functions within the system
  • Integration issues involving systems directly supported by PowerPro
  • AVETMISS and State specific reporting including data generation and assistance resolving errors

Please note anything not listed under the Supported Services can be considered Unsupported unless otherwise confirmed by PowerPro Support.

The Support team is available via the following channels:

Support hours are Monday to Friday, 07:00 to 16:00 Australian Western Standard Time (AWST) excluding national and state public holidays.
Please note we also close for 2 weeks over the Christmas/New Year period.

 

Unsupported Services

To maintain focus and ensure high-quality support, the following is outside the scope of our support services:

  • Troubleshooting or support for Microsoft Office products (e.g. Word, Excel, Outlook)

  • Customisation of templates beyond the templates and training provided at setup

  • Assistance with HTML, CSS, Javascript or any other web development tasks

  • Support for third party systems or integrations not directly related to or provided by PowerPro

  • Assistance with networking, hardware or operating system issues

  • Data entry, content population or other administrative tasks within your organisation

  • Management of the Relationship Authority Manager (RAM) portal and related user account/s for generating M2M keys for use with PowerPro will remain the sole responsibility of the Customer

  • Email SMTP support is limited to setup within PowerPro the Customer will need to obtain Server Name/Port Number etc and any issues thereafter with the SMTP server etc. are the Customer’s responsibility

Client Responsibilities

While our support team will make every reasonable effort to assist, the Customer is responsible for:

  • Ensuring their users are trained or receive training in basic usage of supported platforms

  • Maintaining internet connectivity including the speed/performance of the network and internal systems required to access and use the software

  • Keeping login credentials secure including updating or deleting user accounts upon their termination

  • Providing sufficient detail and supporting documentation when submitting support requests