How support, maintenance and service requests work for CAQA Digital-built websites and apps.
These Support Terms explain how CAQA Digital provides support, maintenance and service-request help for the websites, applications, automations and digital workflows we build and manage. Support work is performed under an agreed maintenance plan, retainer or written scope, which identifies the inclusions, response targets, client responsibilities and fees. Requests that fall outside an agreed plan may be quoted as ad hoc work before anything begins.
Support is available to organisations with a current CAQA Digital maintenance plan or an active project engagement, including education providers, businesses, government bodies and community organisations. Visitors to this website who simply have a question about our services can contact us at any time through the channels below; this website itself takes no payments and requires no account or login.
Send requests to info@caqa.com.au, call 1800 266 160, or use our contact page. To help us respond quickly, include the site or application name, a description of the issue or request, the steps to reproduce a fault, screenshots where useful, and the impact on your operations.
Requests are triaged into categories: critical (the site or application is down or a security issue is active), high (a core function is failing with no workaround), standard (a fault with a workaround, or a configuration or content task) and low (cosmetic issues and general questions). Target response times for each category are set out in your maintenance plan and apply during business hours, Monday to Friday, 9 am to 5 pm Melbourne time, excluding Victorian public holidays. Response targets are commitments to begin work, not guaranteed resolution times, because resolution can depend on third parties.
Updates, patching and platform maintenance are scheduled where practicable outside your peak periods and communicated in advance where downtime is expected. Emergency security patching may be applied without notice where the risk of waiting is greater.
Depending on the plan, support can include software and plugin updates, security patching, uptime monitoring, backups and restore testing, defect correction, small content changes, configuration adjustments, performance checks and advice about the supported product.
Unless your plan states otherwise, support does not include new features or redesigns (handled as change requests under our Project Terms), content authoring beyond the plan's allowance, recovery from changes made by the client or third parties outside agreed processes, third-party service outages or fees, or products we did not build and have not formally taken over.
Clients keep their own account credentials secure, maintain their subscriptions with third-party providers, nominate authorised contacts who may lodge requests, provide access needed to perform the work, and approve updates or changes within reasonable timeframes. Delays in approvals or access can extend resolution times.
Hosting providers, content management systems, plugins, APIs and integrations are operated by third parties. Where a fault originates with a third party, we manage the issue with that provider where we can, but restoration depends on the provider, as described in our Website and App Disclaimer.
No payments are taken through this website. Maintenance plans and ad hoc support are quoted in writing and invoiced by Career Calling International Pty Ltd (ABN 53 162 651 238) under your agreement, which also states the renewal and cancellation notice periods for the plan. Nothing in these terms limits rights under the Australian Consumer Law.
Support advice relates to the supported product and the information available at the time. It is not legal, financial, regulatory or compliance advice, and broader recommendations are confirmed through a scoped engagement.
Email info@caqa.com.au, call 1800 266 160 or use our contact page.
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