Help Desk 1300 361 732 | Sales 1800 796 722 | [email protected]

Support Fair Use Policy

Our sympac customer support agreements are valid for all our active, paid in full accounts who have signed an SLA Agreement with SYM-PAC Solutions Pty Ltd.

The Customer Support Services we provide are for the purposes of entry level advice to our users which is general advice directed at users of our sympac software (at a data entry level). This includes general advice regarding the chart of accounts, treatment of accounts or postings, or other bookkeeping or account operational advice that is not accounting or tax advice.

Services we can help you with

  • Software Upgrades and General Software Maintenance sent via an automated FTP Service directly to your site.
  • Entry Level advice directed at users of the Sympac Software.
  • Entry Level advice of the use of the Sympac Software in the form of how-to questions.
  • Access to the Help Desk service, 7.00am to 6.00pm, From Monday to Sunday (Excluding Good Friday and Christmas Day).
  • Remote Online access to your system for the purpose of general diagnosis and support.
  • General Hardware (Remote Diagnosis and Recommendation, where we supply the system).
  • General Networking (Remote Diagnosis and Recommendation, where we supply the system).
  • Operating System (Diagnosis and Recommendation, where we supply the system).
  • Operating Environment (Diagnosis and Recommendation, where we supply the system).

Support Services are restricted to sympac customers.

Diagnosis & Recommendations

Diagnosis and recommendations does not constitute the resolution or correction of any faults that may be found. 

If you purchase your infrastructure from a source other than Sympac please refer to them in the first instance for Diagnosis and Recommendation.

In order to ensure we provide your business and our entire client base with the best service and support, we need to be clear that the following areas are not covered by your current standard service level agreement with sympac and the Client Services Team. 

We will always do our best to guide and support you through your requests but we must ensure we are offering a fair level of service across the board to all customers.

Here to help

The Professional Services Team and Sales Team are, however, always available to assist you to ensure you get a positive outcome to your request. The Professional Services Team and Development Team at Sympac can offer you all the below services on a time and materials basis and are only too happy to assist.

If you wish to engage the services of either of these teams at Sympac please contact one of our sales consultants to further your request on 1800 796 722

What isn't included

  • Consulting/ Financial/Accounting & Wage/HR Advice.
  • Custom Programming.
  • Training.
  • On-site support.
  • System re-installation.
  • Operating system support.
  • Hardware support including printers.
  • Network or communications support.
  • PC software support.
  • Restoration of data or services.
  • Data rebuilding services due to data structure damage.
  • Data conversion or manipulation.
  • Forms alterations.
  • Customer data backups.
    Performance tuning.
  • Out of hours support.

Fair Use

In order to maintain the best level of service for all users, the Support service is subject to this Fair Use Policy:

  1. Excessive Use is defined as:

1.1  Where the Customer logs an excessive number of calls per month, eg, greater than 10 calls may be classed as excessive.

  1. Unreasonable Use is defined as:

2.1  Where someone other than the Customer uses the Service, unless agreed otherwise by both parties (Customer and Sympac Solutions)

2.2  Where Customer repeatedly attempts to use the Service for reasons not covered in the definition of the Service

  1. Remedies

3.1 Sympac will contact Customer to inform them of Excessive and/or Unreasonable

3.2 Sympac will suggest one or more of the following:

3.2.1 Issues logged under excessive or unreasonable conditions will be subject to additional service charges per call or an agreed monthly support increase will be negotiated and applied to the excess use account.

3.2.2 An alternative Service product may be introduced eg. a customised Extended Services Contract with pre-purchased service time.

3.2.3 The price of the Support agreement will be modified to reflect increased usage, and Excessive Use will be redefined

3.2.4 The Service may be suspended or limited to a single point of management control in the client’s business and Sympac respectively.

3.2.5 It is reasonable to expect that a resource Trained by Sympac is on site to assist with any user questions and resolve them prior to contacting Support.

3.2.6 It is reasonable to expect that every Business has a member of staff that has been trained by sympac

3.2.7 In the event that 3.2.6 is not the case it is reasonable that Sympac will request the site to have a staff member trained at the expense of the site to ensure 3.2.5 can be fulfilled.

Thank you for taking the time to read this Policy.  At sympac we want to ensure that we are able to service all of our customers in a manner that is open, honest, reasonable and transparent to all. Your assistance with keeping to this Fair Use Policy, helps us to deliver on this commitment to you.

Support 1300 361 732 | [email protected] | www.sympac.com.au

2023 © Sympac Solutions Pty Ltd | ABN 69 053 433 766

Head Office 2 / 6 Neilson Court Warragul, Victoria 3820