Socialsuite is an Australian organisation based in Melbourne.

Standard product support will be provided:

  • In Australian Eastern Standard Time (AEST) during business hours
  • Free of charge for the duration of your license subscription, and covers any defects in Socialsuite’s product
  • Defects can be reported via the info@socialsuitehq.com email or through our online help portal, and we will evaluate and address these via a fix release
  • If an issue is found not to be a defect, resolution of the issue would fall under “General Support”

General Product Support

  • This is for all support activities not directly related to product defects.
  • Support days can be purchased if required
  • General Support may include assistance with:
    • General administration: Creating new users, resetting passwords, reassigning licenses
    • Day-to-day operations: Adding beneficiaries/locations to programs, cleaning up duplicate records, deactivating old programs
    • Additional consulting: Creating or refining data collection plans for new programs
    • Creating/modifying/customizing product configuration: Applying new security rules, creating/modifying reports, adding custom fields or objects
    • Additional training

Our online Knowledge Portal is available to all customers.