How CAQA SMS support works, including channels, response priorities and maintenance windows.
This Support and Service Levels statement explains how support is provided for CAQA SMS, the student management platform offered by CAQA Groups and Career Calling International Pty Ltd. It covers who can request support, the channels available, how requests are prioritised, maintenance windows and the limits of what support includes. It applies alongside the subscription agreement that governs each organisation’s use of the platform; where a signed agreement sets different service levels, the agreement prevails.
Platform support is available to the nominated administrators and users of subscribing organisations, which include registered training organisations, CRICOS and ELICOS colleges, higher education providers and TAFEs. Visitors to this website who have questions about the platform, or who want to arrange a tour of the system, can use the same channels and we will treat their message as a sales or general enquiry.
Support requests can be sent to info@caqa.com.au, raised by phone on 1800 266 160 or 03 8103 8000, or submitted through our contact page. Standard support hours are Monday to Friday, 9 am to 5 pm Melbourne time, excluding Victorian public holidays. Arrangements for after-hours contact for critical outages, where included, are set out in the subscription agreement.
Requests are triaged into four priority levels. The targets below are response targets within support hours, not resolution guarantees, because resolution time depends on the nature of the fault.
Planned maintenance is scheduled, where practicable, outside Australian business hours and notified to administrators in advance. Emergency maintenance may occasionally be needed at short notice to protect security or data integrity; we keep such windows as short as possible and advise administrators as soon as we reasonably can.
Support covers investigating and fixing platform faults, guidance on using platform features, help interpreting AVETMISS and reporting validation errors produced by the platform, and advice on configuration options. It also covers logging enhancement requests for consideration in the product roadmap.
Support does not include entering or correcting an organisation’s own data on its behalf, regulatory or audit advice, custom development, support for third-party systems connected through integrations, or structured training programs beyond initial orientation. These services may be available separately under a quoted engagement. Organisations remain responsible for reviewing their data and authorising their own regulatory submissions.
If you believe a request has been given the wrong priority, or you are not satisfied with the handling of an issue, ask for the matter to be escalated when you reply to the support thread, or raise it through our contact page. Escalated matters are reviewed by a senior team member and we respond with a plan or an explanation of our position.
Enquiries submitted through this website are usually answered within two business days. No payments are taken through this website; all fees are invoiced under the subscription agreement as described in our Subscription Terms.
Questions about this policy can be emailed to info@caqa.com.au, raised by phone on 1800 266 160, or submitted through our contact page. We respond to most enquiries within two business days.
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