Visualise Support Terms
Last Updated November 2024
Overview
Our Support Team aids customers using the Visualise Reporting & Analytics (Visualise) platform. The Support Team will help you understand the capabilities of Your Subscription, including how to navigate the Solution and answering related questions for core concepts of features and functionality. The Support Team will work diligently to investigate all causes of a reported issue or incident to ensure that it is not caused by an error in the Solution or our reports. As part of an active Subscription, we will provide the following:
• Diagnosing and troubleshooting problems, issues or errors within the Subscription. We will use reasonable efforts to correct errors in the Subscription that are attributable to programming in the Solution. All issues will be handled based on severity, evaluated at the discretion of the Support
Team.
• Diagnosing and troubleshooting data errors. We will use reasonable efforts to correct functional problems that are materially attributable to an error in the
Solution. If data anomalies are not directly due to an error in the Solution and
are instead attributable to problems in your data set, support services can be
provided to assist you with data cleansing and management; additional fees
may apply.
Support Channels
The following channels are covered by this agreement:
• Email support ( support@visualisereporting.com )
• Telephone support
Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
• Payment for all subscription services to be current.
• Reasonable availability of customer representative(s) when resolving a service-related incident or request.
• Providing information pertinent to the troubleshooting and resolution process.
• Communicate with clarity, kindness, and professionalism.
Service Availability
Support hours of operation are as follows:
• Email and telephone support (support@visualisereporting.com): 9:30am to 5:30pm Monday to Friday.
• Critical incidents that may be reasonably considered business disruptive may be logged via phone between 7:00am – 9:00pm Monday to Friday.
Support services are aligned with the nominated operating time zone of the Customer. Support Hours exclude Australian public holidays.
Service Response Time
Within the hours of operation detailed above, we do our best to reply to questions as quickly as possible and you’ll typically hear from us within a few hours.
Service Resolution Time
Details below of how the Support Team will respond to incidents according to severity during normal business hours.
Priority | Descripiton | Ongoing Response Target |
|---|---|---|
Low | Minor issue, general enquiry, change request etc. | Every 2 business days |
Medium | Some impact on operations but workaround possible | Every 2 business days |
High | Part(s) of core functionality unavailable | Daily updates |
Methods of Communication
Visualise will endeavour to communicate through whichever means are believed to be most effective to resolving any service-related issues (including, but not limited to email, phone calls, and video conferencing).
Scope of Responsibility
Visualise support is responsible for the proper operation of the Visualise system and reports built by Visualise Reporting & Analytics. Visualise is not responsible for the operation of the Customer CRM or internal data management. For instances involving issues resulting from data quality or integrity issues, Visualise will endeavour to guide the customer. However, in these instances Visualise reserves the right to direct the customer to other means of resolution.
Support services can be provided to assist Customers with data cleansing and management, for more information contact Visualise Fundraising (info@visualisefundraising.com).
Purpose-built fundraising intelligence.
