Support Policy

EmailCollect provides 9/5 Support – Hours of coverage include 8AM – 5PM Monday – Friday for the following timezone: Australia Eastern Standard Time (UTC+10).  Tickets will be handled in the office corresponding to the geo in which they are submitted. If and when timezone-based global coverage becomes available, the hours listed here will apply.

Support Includes

Incident Support – Identifying and troubleshooting problems in the system

  • Root cause analysis
  • Assistance with issues during setup
  •  Assistance with issues during upgrades
  • Identifying and creating needed bug reports
  • Guidance around implementation and configuration
  • Integration support with other EmailCollect products
  • Read our Support FAQs for rapid support

Support Does Not Include

  • Customers without a valid agreement
  • End of Life, Beta Release Candidate, or Development releases
  • Customised versions of EmailCollect products (customised = original product has been modified)
  • Development requests (if a bug in the EmailCollect Product is believed to be the root cause of a problem, you must provide samples that demonstrate the problem)
  • Third-party application integrations or third-party apps
  • Support for end-users (please see Knowledge Prerequisites)
  • Product training
  • Support in languages other than English
  • Professional Services
  • Migrations planning and support are based on support availability

Supported Platforms

EmailCollect does not provide support for platforms in which you operate. For example, if you are using products and/or platforms from Microsoft, Apple, Google, Sun Microsystems, Adobe, or other such products to access or view an EmailCollect Product, you will need to address your support needs to the appropriate platform.

Such Platforms are version specific. When checking the documentation, make sure you’re viewing the correct version for your platform.

Addressing Security Issues

Review our Security Policy and Practices for information about EmailCollect’s approach to handling security issues.

Fixing Bugs

  • EmailCollect Support will help with workarounds and bug reporting
  • Critical bugs will generally be fixed in the next maintenance release
  • Non critical bugs will be scheduled according to a variety of considerations

Critical priority is defined as “production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions”. This includes security issues.

End of Life Policy

EmailCollect’s support for Downloadable products ends at the moment of download. EmailCollect’s support for Subscription products ends at the termination of a subscription.

Knowledge Prerequisites

Administering EmailCollect products requires a minimal technical skill set, however, Administrator skills include but are not limited to:

  • Comfort using a standard dashboard user-interface.
  • Knowledge of Profile Management.
  • Comfort and experience using online purchasing models.
  • Knowledge of subscription services (such that an Administrator is aware that subscriptions expire at the term of a given subscription).

Customers are responsible for administering and management of downloaded products including management of Personal Information as outlined in our Privacy Policy. EmailCollect Support will provide guidance on how to do this, but we will not be able to provide step by step instructions. If you require further assistance with this level of implementation, please consider the following resources:

Beta and Development Releases

EmailCollect does not offer support for milestone or beta releases of our resources, therefore we endevour to implement only stable releases.

Databases and Application Servers

The EmailCollect Database/s are integral technologies; without them EmailCollect products cannot function. We do not support configurations that differ from the procedures described in our Product Family  documentation.

Customisation and Development Requests

There are not many ways to customise and extend our products and our support for use of customisation options is limited.

If you’re working to extend or customise our products and encounter a problem, EmailCollect support are happy to help document the problem and relay information to our development teams as follows:

  • We can help you verify whether our Product is working as intended and document any bugs.
  • If we provide examples of how to make customisations in our downloadable, we will work to make sure that documentation is up-to-date.

Modifying data

EmailCollect does not support customers performing direct data manipulation of application databases via queries such as INSERT, UPDATE or DELETE, as they can easily lead to data integrity problems. If EmailCollect encounters manipulation or customisations at this level, we may ask customers to refrain and, at our discretion, suspend or remove a Product’s availability.