Maintenance and Support Policy

General

You and your Authorized Users (collectively End Users) will receive standard support while having an active subscription with ProForma (Cloud) or the during the period for which you have paid the applicable fee (Server). 

Support is provided on the terms set out in this Maintenance and Support Policy and also on the terms set out in the:

  1. Customer Pact
  2. Service Level Agreement and Escalation Policy

While ThinkTilt will respond to every support request, be advised that we must receive a documented, replicable example of the defect or error and, if requested, a listing of output or other information needed in order to reproduce working conditions similar to those in which the defect or error occurred.

ThinkTilt is not responsible for any hardware, cabling or operating system components of your network or computing devices. You are responsible for ensuring all systems and networks are set up to meet ProForma’s specifications.

If you provide any confidential or protected data to ThinkTilt when seeking support, including proprietary business information, protected technical data, private and personally identifiable information, or any other form of confidential, private, personal or other protected information, you do so in the knowledge that this information may be recorded in systems located outside of Australia, in accordance with the ThinkTilt Privacy Policy available at http://www.thinktilt.com/privacy.

Capitalized terms in this document use the meanings set out in ThinkTilt's Terms of Service.


 Support Offering

ThinkTilt’s standard support offering provides you with high quality customer support services, consisting of the following:

  1. Product Updates 
    Updates to ProForma, free of additional fees.
     
  2. Bug Fixes 
    Fixes or work-arounds.
     
  3. Telephone and Email Support
    Telephone and email support for you and your Authorized Users from ThinkTilt’s Melbourne office, during the Support Hours listed below.
     
  4. Technical Guidance
    Technical user support and application defect support when the ProForma documentation does not adequately explain ProForma's behavior.

Support Hours

Support is available during ThinkTilt’s normal office hours in Melbourne, Australia:

  1. From 8am to 8pm (Australian Eastern Standard/Daylight Time)
  2. Monday through Friday (excluding public holidays in Melbourne, Australia)

Support Channels

ThinkTilt shall provide multiple channels for customers to access support. These include:

  1. Access to the support portal to raise and manage support requests
  2. Access to the online documentation site docs.thinktilt.com
  3. Access to the system status page at status.thinktilt.com, which allows the Customer to track system availability, to receive notifications of any planned system downtime and to receive updates on system outages
  4. Access via email to customer support services: support@thinktilt.com.au
  5. Telephone support at +61 (0)7 5641 0500 during the hours listed above