How CAQA HRMS support requests are raised, prioritised and resolved.
This page explains how support works for CAQA HRMS, part of CAQA Groups and Career Calling International Pty Ltd (ABN 53 162 651 238). It describes the channels available to the education and service organisations that use our employee-management platform, how requests are prioritised, and what is included in standard support.
Support is available primarily to the administrators and users of client organisations holding an active CAQA HRMS subscription. Website visitors are also welcome to use the same channels for general enquiries, feature questions and walkthrough requests before becoming a client.
You can reach us by email at info@caqa.com.au, by phone on 1800 266 160 or 03 8103 8000, or through our contact page. Support operates Monday to Friday, 9 am to 5 pm Melbourne time, excluding Victorian public holidays. Requests received outside these hours are logged and handled on the next business day.
When raising a request, include your organisation name, the affected user or record where relevant, a description of what you expected and what actually happened, and any error messages or screenshots. Please do not include employee personal information beyond what is needed to identify the record. Clear reports help us reproduce and resolve issues faster, though we will always work with whatever information you can provide.
Requests are triaged into four categories. Priority 1 - the platform is unavailable or a fault affects all users of a client: we aim to respond within two business hours and work continuously within business hours until service is restored. Priority 2 - a core function is significantly impaired with no workaround: response within four business hours. Priority 3 - a fault with a reasonable workaround, or a configuration issue: response within one business day. Priority 4 - general questions, how-to guidance and enhancement suggestions: response within two business days. These targets are service goals for standard subscriptions; they are not contractual guarantees unless stated in a client agreement.
Planned maintenance is scheduled outside Australian business hours wherever possible, and clients are notified in advance of any maintenance expected to interrupt service. Urgent security maintenance may occasionally be applied at shorter notice where it is necessary to protect client data.
Standard support covers help using platform features, investigation of suspected faults, guidance on configuration and administration, and assistance with data export questions. It does not include building custom integrations, bulk data-entry or data-cleansing work, running HR processes on a client's behalf, on-site attendance or formal training courses; these services can be quoted separately under our Subscription Terms.
For Priority 1 and Priority 2 issues we provide progress updates at reasonable intervals until the issue is resolved, and a summary of the cause and the fix once it is closed. For lower-priority requests we confirm receipt, let you know who is handling the matter, and advise you if the expected timeframe changes. Administrators of affected client organisations are our first point of contact for platform-wide notices.
If you believe a request has not been handled well, ask for it to be escalated and it will be reviewed by a senior team member. Unresolved concerns can be raised as a complaint through our contact page; complaints are acknowledged, investigated and answered in writing.
Standard support is included in every active subscription. No payments are taken through this website; any separately quoted services are invoiced under a written agreement, and no fee is ever charged simply for raising a support request.
Support guidance relates to the operation of the CAQA HRMS platform. It is not legal, privacy or employment advice about your workforce or your records, and it does not replace your organisation's own governance decisions.
Email info@caqa.com.au, phone 1800 266 160, or send a message via our contact page.
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