The TimeSite team is available for support as a standard part of your subscription and at no additional charge. There are a number of ways that you can contact us for assistance with any problems or questions that you might have.
- Email Support
- Chat Support
- Phone Support
- Zoom Conference Calls & Remote Support
- Implementation Assistance
- Custom Reports
- TimeSite Pro Customisation
- Support Policy
You can send emails to email@example.com. We have a support ticket system that ensures that we can track your email request until closed. We request that you don't send support emails to individual staff members at TimeSite as this makes it impossible for our support team to have visibility of your request.
Please ensure that you send as much detail as you can about the issue including a screenshot of any error or warning message that you see in your browser or mobile app. Also, include details of the steps that lead up to the issue as well as the user that encountered the problem.
If you have a request for sales assistance, please send an email to firstname.lastname@example.org.
You can chat with us online during Sydney, Australia office hours. Go to the Help button in the top right corner of our screen and enable the Show chat icon in bottom left of screen clickbox.
This will toggle the chat bubble icon at the bottom of our browser screen.
You can then type a message to one of our online staff members, typically Simon or myself. If we're not able to immediately respond, we do commit to getting back to you as soon as we can.
You can call us on Australia 1300 60 59 58 for support as well. If we're not able to answer your call immediately, please leave a message with your phone number and email address and we'll get back to you as soon as possible.
Zoom Conference Calls & Remote Support
We often use our Zoom service to provide online demonstrations, support and assistance. We generally require at least one business day's notice to schedule these calls. We'll send you a calendar invitation including details on how to log in to a scheduled conference call from your computer.
If we need to access your computer remotely to provide technical support, then we will request that you set up the Remote Support service via the option in the Help menu. Note that we will only do this if necessary at the request of your TimeSite Pro account administrator.
We're happy to provide limited assistance to help you implement TimeSite Pro although you will find that setting up TimeSite Pro is very straight-forward. We do reserve the right to agree on a consulting fee with you if this assistance becomes more of an implementation project.
TimeSite Pro comes with many Reports as well as our Enquiry, Dashboard and data Export functions. However, if you require a custom report we are willing to develop a specific report to meet your requirements. However, there will be a development charge for this custom report. Please send a request along with details of your report requirements including a report layout to email@example.com.
TimeSite Pro Customisation
We don't provide customised versions of TimeSite Pro, however, we are always interested in any suggestions you might have to improve our solution or include new features. Please send any such requests to firstname.lastname@example.org.
Our support policy is to focus our support response on a nominated individual in your company responsible for the administration of your TimeSite Pro account. In other words, we don't provide 1st level support to your own TimeSite Pro user, rather, we provide 2nd level support to your TimeSite Pro Administrator.
Our support team is not permitted to make any operational changes to your account. This might include making changes to user security settings, making users or project inactive, changing configuration settings, and so on. Rather, they will provide guidance on how to complete the operation or refer your account administrator to the relevant help article in our Knowledge Base.
Our support team is not authorised to make any changes to your subscription plan or user count.
Similarly, our support team will not reply directly to your staff if they contact us to request an operational change to your system such as resetting their password or updating their timesheet. We will forward any such requests to your administrator.
We request that you make your staff aware of this policy and direct them to submit all support requests to us via your TimeSite Pro Administrator.