Support channels, response targets, maintenance windows and limitations for CAQA Systems services.
This page explains how support works for CAQA Systems, the education-technology division of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative. It covers the support available to visitors to this website and to client organisations using the platforms, integrations, hosting and automation services we deliver to education providers, businesses and government bodies.
Support requests can be lodged by email to info@caqa.com.au, by phone on 1800 266 160 or 03 8103 8000, or through our contact page. Include your organisation, the platform or service affected, a description of the issue, and any error messages or screenshots that help us reproduce it.
Standard support operates Monday to Friday, 9 am to 5 pm (Melbourne time), excluding Victorian public holidays. Extended or after-hours arrangements are available only where they are included in a written agreement.
Requests are triaged into priority categories. The following response targets apply as service goals unless a signed agreement specifies different levels, in which case the agreement prevails:
Targets are response objectives, not guaranteed resolution times; resolution depends on the nature of the fault, third-party dependencies and client cooperation.
Planned maintenance is scheduled outside ordinary business hours where practicable. For maintenance expected to cause noticeable interruption to a hosted platform, we aim to give client administrators reasonable advance notice. Emergency maintenance, such as urgent security patching, may proceed with shorter notice where the risk of delay outweighs the disruption.
Support covers faults in platforms and services we deliver, guidance on their standard use, and coordination of fixes and updates. It does not cover faults caused by client hardware, networks or devices; third-party systems, plugins or integrations outside our control; changes made by people we have not authorised; misuse contrary to our Acceptable Use Policy; or new customisation and development work, which is scoped and quoted separately. Support entitlements for subscribed platforms are described further in our Subscription Terms.
If a response misses its target or you believe an issue has been prioritised incorrectly, reply to your ticket or call us and ask for escalation. Escalated matters are reviewed by a senior team member, and you will receive an updated action plan and timeframe.
Support requests are logged with a reference number, and their progress is tracked from first response through to resolution. We review response-time performance, recurring fault patterns and client feedback regularly, and feed the results into platform maintenance priorities so that frequently reported issues are fixed at the source rather than answered repeatedly.
No payments are taken through this website; support is provided under the arrangements in your agreement or, for general website enquiries, free of charge. Guidance given by our support team is operational assistance with our services and is not legal, regulatory or compliance advice.
Questions about this policy, or about any CAQA Systems platform or service, can be sent to info@caqa.com.au, raised by phone on 1800 266 160 (Monday to Friday, 9 am to 5 pm), or submitted through our contact page. If you are unhappy with our response, ask for the matter to be escalated and we will review it and reply with an outcome.
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