Support channels, response categories, maintenance windows and service limitations for CAQA Technologies clients.
This Support and Service Levels page explains how support is provided by CAQA Technologies, part of CAQA Groups and a Career Calling International initiative, including the channels you can use, how requests are categorised, when maintenance happens and the limits that apply. It describes our standard approach; binding service level commitments apply only where they are set out in a signed managed services agreement, as described in our Managed Services Terms.
Support is provided to education and business organisations that hold a current engagement with CAQA Technologies, including registered training organisations, higher education providers, schools, professional practices and government bodies, and to the staff those organisations nominate as support contacts. If your organisation is not yet a client, you are welcome to contact us through the same channels to discuss what support would look like for your environment.
Support requests can be raised by phone on 03 8103 8000 or 1800 266 160, by email to info@caqa.com.au or through our contact page. Standard support hours are Monday to Friday, 9 am to 5 pm (Melbourne time), excluding Victorian public holidays. After-hours and extended-hours cover can be arranged for clients whose agreements include it. Urgent security incidents should always be reported by phone and are handled under our Incident Response Terms.
Requests are triaged into four categories so the most damaging problems are worked on first:
Target response and restoration times for each category are stated in each client’s agreement. Published targets are targets for beginning meaningful work, not guarantees of resolution time, because resolution can depend on fault complexity and on third parties.
Planned maintenance, including patching, firmware updates and platform changes, is scheduled outside business hours wherever practicable and communicated in advance to the client’s nominated contact. Emergency maintenance, such as an urgent security patch for an actively exploited vulnerability, may need to occur with little notice; in those cases we notify clients as early as we can and explain why the work could not wait.
Unless an agreement says otherwise, support does not include systems, devices or software outside the agreed scope, faults caused by unauthorised changes, end-of-life products a client has chosen to keep despite written advice, data recovery where no backup service was in place, on-site attendance outside agreed arrangements, or project work such as migrations and new deployments, which is scoped and quoted separately. Third-party vendor faults are coordinated by us but resolved on the vendor’s timetable.
If you believe a request has been miscategorised, is progressing too slowly or has stalled, ask for it to be escalated through any support channel. Escalated matters are reviewed by a senior team member, and clients with managed agreements receive service reporting so that recurring problems are visible and addressed rather than repeatedly patched.
No payments are taken through this website; support entitlements and fees are set out in each written agreement, so no website refund or cancellation terms apply. Information submitted through the contact form or newsletter, and personal information handled while delivering support, is managed in accordance with our Privacy Policy. Guidance given through support channels relates to the systems in scope and is not legal, financial or regulatory advice.
For anything about support or service levels, email info@caqa.com.au, call 1800 266 160 or use our contact page.
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