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 Type | What'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
| Category | Examples |
|---|---|
| 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 correctly | Support |
| Guidance on how to use ClickHome functionality | Support |
| Assistance with documented functionality | Support |
| System configuration or setup | Consulting |
| Changes to existing modules | Consulting |
| Training for new staff | Consulting |
| Custom modifications | Consulting |
| Data correction or integration troubleshooting | Consulting |
| 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.