Quick Summary: What's covered under your Support & Maintenance plan versus consulting services the team at ClickHome can provide.

Your Support & Maintenance includes: access to new software features, standard functionality guidance, software updates, and technical support for questions.


Consulting services (consulting charges apply) for: System configuration, customisation, training, user setup and other items.


What's Included in Support & Maintenance

Service TypeWhat's Covered
Technical Support• Bug fixes and system defects
• Standard system functionality guidance
• Workarounds for known issues
• Detailed information about how the system works
Communication• Unlimited email support (nominated contacts)
• Phone support during business hours
• Support Portal access
Software Updates• Access to software updates for purchased components (available through Configurator)
• Regular upgrades (hosted environments only)


Hosted vs Enterprise Systems

ClickHome Hosted Systems

ClickHome responsible

  • Regular automatic upgrades managed by ClickHome
  • Infrastructure maintenance handled by ClickHome
  • Database backups and maintenance included

Enterprise (On-Premise) Systems

Your IT team responsibilities:

  • Hardware maintenance and infrastructure
  • Database backups and SQL patching
  • System upgrades (can be done through ClickHome Consulting)
  • Windows updates and server maintenance


ClickHome Consulting Examples

CategoryExamples
System Configuration• Template modifications
• Workflow configuration
• User roles and permissions
• Report customisation
• Dashboard and interface customisation
• Integration configuration
User Management• User setup (beyond initial small groups)
• Bulk user management
• Role assignments
• User onboarding for large organisations
Training• Staff training programs
• Supervisor training
• Refresher training
• Advanced feature training
Customisation & Development• Client-specific modifications
• Integration development
• Custom reporting
• Workflow & callsheet modifications
• System enhancements (individual client only)
IT Environment Support• Data recovery services
• Migration assistance
• Compatibility assessments
• Infrastructure troubleshooting
Enterprise Software Upgrades
• Test System Upgrade
• Backup of Production system prior to upgrade
• Upgrade of Production system


Quick Decision Guide

If you need...Service Type
Help with something that's not working correctlySupport
Guidance on how to use ClickHome functionalitySupport
Assistance with documented functionalitySupport
System configuration or setupConsulting
Changes to existing modulesConsulting
Training for new staffConsulting
Custom modificationsConsulting
Data correction or integration troubleshootingConsulting
ClickHome Application Upgrade (Enterprise)
Consulting


Accessing Support & Consulting Services


Support: Support is available only to trained, nominated contacts at your organisation. These contacts can reach our team via email at support@clickhome.com.au, through the Support Portal, or by phone for urgent issues during business hours.


Consulting: For tasks beyond standard support—such as complex configurations, customisation, or training—please contact us at implement@clickhome.com.au to discuss your requirements and obtain a quote.

Note: Consulting is often the most efficient option for addressing complex or specialised needs.


Detailed Terms

Support & Maintenance Coverage Details

Your ClickHome purchase includes 12 months of Support & Maintenance, commencing from the Installation Date or 21 days after contract signing, whichever occurs first. Coverage must remain continuous throughout ownership. If Support & Maintenance lapses, re-participation requires coming to terms with ClickHome, with the default position necessitating re-purchase of required licenses.


Prerequisites and Limitations

Support is provided exclusively to nominated contacts who must be trained on ClickHome prior to commencing support. This reduces resolution time and prevents issue duplication.


Client Responsibilities

As systems transition to operational status, clients assume responsibility for: regular system monitoring, first-level support for common issues, training coordination for new staff, integration error monitoring, backup strategy implementation, infrastructure maintenance scheduling, and user access management for new users.


Enhancement Requests

ClickHome evaluates enhancement requests with considerable interest. Enhancements of general benefit to the user community are incorporated into the development cycle. Requests valuable only to individual clients require separate discussion to determine whether provision falls under support or requires consulting charges.


Enterprise System Specific Exclusions

For Enterprise installations, the following remain client IT responsibilities: hardware maintenance, database backups and maintenance, SQL patching, Windows updates, database performance and integrity checks, technical environment provisioning, software upgrades and installations, IT environment investigations, and system upgrades.


Data Integration and Third-Party Systems

Where ClickHome connects to external systems, accuracy and correctness of data remains the client's responsibility. Corrections of integrated data in ClickHome or third-party systems fall outside ClickHome's control. Associated work requires separate negotiation at standard consulting rates.


Best Practices

Maximising Support Value: Ensure nominated contacts receive comprehensive training, subscribe to the Releases Forum, maintain clear communication through designated contacts, document issues before contacting support, and utilise the Support Portal for tracking.


Consulting Engagement: Plan configuration changes in advance, coordinate system administration tasks to minimise disruption, schedule training during appropriate periods, and consider ongoing relationships for substantial administration requirements.