EMT Support Terms

Introduction

While almost all user support Enquiry Mate is free to Trained Users there are some grey areas between supporting the functionality and the use of our software, and supporting the IT environment in which it operates. We have attempted here to clarify what is included as free support and what the cost of non-included support would be.

Use of all JWGecko products and services is subject to the JWGecko Terms of Trade which can be found here.

There are several support rates:

  • Included - Some services are included in the licence fee at no extra charge.
  • Training & Support - Tasks that require product knowledge such as training and product usage questions.
  • Technical - Tasks that require technical knowledge such as database changes, program changes, HTML document editing.

Our current support rates can be found here.

More details about training and support services can be found here

When each support rate is applied in each situation is described below.

What is a "Trained User"?

Basic training is usually included in your initial purchase package. This initial training can be delivered to a group at no extra cost. It is up to you to make suitable arrangements for staff to participate in training. You would also be charged for travel costs if on-site training is required more than one hour travel from the trainers base location. If conducted by on-line meeting, training for more than two staff members requires a training room on your end with a data projector and a high quality speaker phone. Further training can be arranged at the support rate.

General Assistance - "free to trained users"

Once staff members have had their 6 hours of basic training which covers the key elements of enquiries, contacts, actions, registrations, offers, results, qualification attempts and certificate issuing and printing, general support is free of charge. Such support includes questions such as "how do I do this?", "where do I enter this field?", "Why does that field have that value?", "tell me if I am doing this right", etc. This customer service portal is designed to assist with these questions and we will be always be adding new articles in response to frequently asked questions so you might get the answer you need immediately. If not, the portal has a build-in ticketing system. You ask your question and it will be assigned to an agent, queued for action and addressed in order. Once we have investigated or researched the problem based on your description, the agent will usually contact you to trace the problem, answer your question, or discuss the details of the issue further.

New Installations

The initial installation is fully covered by the quotation. Later installations might be necessary if you have hardware which is added, replaced or rebuilt. In most cases, you will be able to self-install at no charge, otherwise we can provide paid assistance at the support rates. There are guides in this section to help you do that.

Software Updates

Program updates can be self-installed at no charge. There is a self-installation guide available in this section. If you do require assistance to update to the latest version, this is charged at the support rates.

System Issues

Addressing issues with the system caused by problems with your network or windows configuration are charged at the technical rate. Many of these issues are best solved by referring the problem to your IT support resources. Common issues are covered in another article in this section.

Bugs

If the product is not working as we intended, we will address the problem at no charge.

Configuration

Some initial configuration is included in your setup package but this process is mainly to provide some real data to get started with and to show you how to do it yourself. Users can adjust many aspects of the process, including courses, certificate layouts, form letters, renewal actions. If you do require assistance beyond the initial package, this may be considered a general assistance which is "free to trained users". If however you require us to do the work and not just show you how to do it yourself, this will be changed at the support rate.  

AVETMISS and USI Compliance

Enquiry Mate's core promise is to be compliant with all major AVETMISS reporting systems. This includes the national AVETMISS standard, the USI system and the major state-based reporting systems. Updating the system to stay up to date with these will be undertaken at no charge. These standards are generally subject to change control procedures, so we will be notified of the changes and implement them before the changes come into effect.

Funding Schemes

Our general compliance promise does not include additional logic, fields and reports/exports required for specific funding schemes. We do aim to provide features useful for participating in those funding schemes but implementing system changes and new options for every new funding scheme at no charge is not commercially viable. We are more than happy to discuss your ideas and provide a quotation to implement changes designed to comply with the demands of a particular funding scheme. These changes will be charged at the technical rate.

Certificate Layouts

We provide some basic certificate (and statement) layouts which are compliant with the national RTO standards, but there are many special-cases where compliance with industry or state regulations create additional requirements. Users are able to edit and create new certificate layouts using our build-in form editor and we are always working to improve that aspect of the system. Customising your layouts to meet those compliance requirements is not included in our general support. If you do require assistance with that, such help can be provided at the support rate.

Training Plans

Compliance with training plan layouts is another area which is problematic. These documents are frequently changed arbitrarily by the state regulators in seemingly minor ways which are actually not just layout changes but additional fields or translation logic. Such changes are charged at the technical rate because even the document changes require a high level of technical knowledge.

Enhancements

If the software not working as you would like (even though it is doing what we intended), you can request a change and we will investigate the viability of the enhancement. If the intended changes are purely an enhancement or additional option to the system that we think would be a worthwhile feature, we may agree to implement it as part of our product development cycle at no charge. If you require the change urgently, you will need to pay for the development at the technical rate.

If the changes are very specific to your needs and unlikely to be useful to other users, it would always be charged at the technical rate. We would also need to ensure that the changes do not negatively affect other users of the system and we might need to find other ways to meet your needs which do not negatively impact other clients. As well as the initial development cost, there will be an additional charge in your annual software maintenance to maintain those changes in future releases.

Documentation

Corrections and enhancements to documentation is generally done for free as part of our general support process. If you require a specific document urgently then we may charge at the support rate.

Licence Keys

Licence key updates were always done at no charge, but from release 4.01h, licence key updates will be detected and updated automatically via connection to our web site. if you do have issues with implementing a current software licence key, those issues will always be addressed at no charge.