Adaptive Consulting - Exploring all paths to reach the peak in your business

Hours of Operation

Our normal hours of operation are between 8:00am and 5:00pm daily, between Monday to Friday (exlcuding public holidays).

Support can be provided outside of these hours (on weekends or public holidays) through prior agreement. Please note that there is an additional charge for these requests.

Hours of Operation

Our normal hours of operation are between 8:00am and 5:00pm daily, between Monday to Friday (exlcuding public holidays).

Support can be provided outside of these hours (on weekends or public holidays) through prior agreement. Please note that there is an additional charge for these requests.

Response Times

Adaptive Consulting will respond to any support requests within the following times:

* Critical Issues - Response within 2 working hours

* Non-Critical Issues - Response within 8 working hours

Please note that these are response times only and not the time taken to resolve any issues.

The time to resolve a problem depends on various factors, most of which will be identified as the problem is being investigated. Once a timeframe can be established, we will inform you at the earliest possible opportunity and do our best to resolve the issue as soon as possible, in order to ensure minimal disruption to your business.

Costs

1. If your support request falls under an approved agreement or contract, support will be provided free of charge or as specified on the contract.

2. Any support requests outside the scope of an agreement or contract will be charged at our standard consulting rate.

3. If any travel is involved as part of providing support, the time spent travelling will be charged at the standard consulting rate. The time will be calculated in blocks of 30 minutes, and the minimum travel time is 30 minutes regardless of distance.

4. If support is required outside of normal working hours, such as on weekends or public holidays, the rate is 1.5 times the standard consulting rate.

Logging a Support Request

Support Requests should be logged either through our support email address which is support@adaptiveconsulting.com.au or call us on (03) 9017 1893.

Warranty Information

Adaptive Consulting provides a 30 day warranty on all software applications that we develop. This means that any problems identified with the software within this period will be fixed at no cost to you, the customer.

For other products and services (such as consulting serivices or support services), there is no warranty period unless specifically mentioned in the contracts or agreements.

Last updated in February 2011.