Support Policy

1. About this Policy

This Support Policy forms part of, and is incorporated into, the Software Terms of Use and Licence between you and us (Terms). Capitalised terms used but not defined in this Policy have the meaning given in the Terms. We may update this Policy from time to time in accordance with clause 17.3 of the Terms, and the current version is always available at estimator.plus/support-policy.

2. Support levels

We provide Support at the level (if any) set out for your plan in Schedule 2 or displayed at checkout when you subscribe. Some plans include Support and some do not. Where your plan does not include Support, we do not supply Support for that plan, and this Policy does not apply to you.

3. What Support covers

Where your plan includes Support, we will use reasonable endeavours to:

(a) answer your questions about accessing and using the Platform; and

(b) investigate and respond to errors in the Platform that you report to us,

through the channels and during the hours set out in this Policy.

4. How to request Support

You may request Support by email to support@estimator.plus, or through any other channel stated for your plan in Schedule 2. To help us respond, please include a description of the issue, the affected project or feature, and any error message or screenshot. A request is treated as logged when we receive it with enough information for us to begin investigating.

If you connect an AI Agent, it may report to us, without being asked, a request it could not complete for you or a fault it met, including your request in your own words and what it tried. We use these reports to find and fix faults in the Platform. A report does not log a request for Support: to have a matter answered, contact us as set out above.

5. Support in your account

(a) To investigate a request, to help you use the Platform or to operate it, our staff who are platform administrators may open a support session. Each session lasts up to 8 hours. During it they have an administrator's access to customer accounts, including yours: they can see and work in your projects, team and company details, but they cannot manage your subscription or billing.

(b) While our staff have one of your projects open in the Platform, anyone viewing that project sees an Estimator+ support mark among the people present.

(c) During a session our staff may also work on a project through an AI application of their own. Your company's AI access settings govern your own AI Agents, not ours. Every change our staff's AI application makes is recorded in the same audit log as changes made by your own AI Agents.

(d) Clause 16.2 of the Terms and our Privacy Policy describe our staff's wider access to accounts for support, account management and operating the Platform.

6. Support Hours

We provide Support during Support Hours, being 9.00am to 5.00pm on a Business Day, unless Schedule 2 of the Terms states otherwise. Support Hours are based on time in Victoria, Australia. A request received outside Support Hours is treated as received at the start of the next Support Hours.

7. Target response times

Where your plan includes Support, we aim to acknowledge logged requests within the following target times, measured during Support Hours from when the request is logged:

(a) Priority 1 (the Platform is substantially unavailable): 2 Support Hours;

(b) Priority 2 (a significant feature is impaired): 2 Business Days; and

(c) Priority 3 (general questions and minor issues): 5 Business Days.

These times are targets only and are not guarantees. We assign priority acting reasonably.

8. Your responsibilities

To help us provide Support, you must:

(a) provide the information and reasonable cooperation we need to investigate a request;

(b) keep your account credentials secure and your account contact details current;

(c) maintain the equipment, network, browsers and software you use to access the Platform; and

(d) apply any update or workaround we reasonably recommend.

9. What Support does not cover

Support does not include, and we may decline or agree to provide for an additional fee:

(a) training, onboarding or user education;

(b) configuration, customisation, integration or development work;

(c) data entry, data correction, data migration or data recovery;

(d) on-site or in-person support; and

(e) assistance with an issue to the extent it is caused by your or an Authorised User's misuse of the Platform, your equipment, network or software, a third-party product or service (including an AI Agent or the AI Provider), or use of the Platform other than in accordance with the Terms.

10. Changes to this Policy

We may update this Policy from time to time, including to reflect changes to the Platform or our support operations. We will give you reasonable prior notice of any change that materially reduces the Support included in your plan, and clause 1.4 of the Terms applies to that change as if it were a material change to the Terms. Your continued use of the Platform after a change takes effect means you accept the updated Policy.

11. Relationship with the Terms and your consumer rights

This Policy is subject to clause 11 of the Terms. Nothing in this Policy excludes, restricts or modifies any Non-excludable Right, including the guarantee that services supplied to you will be provided with due care and skill. To the extent of any inconsistency about Support, the Support level and Fees set out for your plan in Schedule 2 of the Terms or at checkout prevail, then the Terms, then this Policy.