Support channels, priority categories, response targets and maintenance windows for CAQA QMS.
This page explains how support works for CAQA QMS, the quality management platform operated as part of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative. It describes who can request support, the channels available, how requests are prioritised, our target response times and the maintenance practices that keep the platform available and secure.
Support is available to authorised users and administrators of subscribing organisations - the quality managers, compliance officers, education providers, businesses and government teams that run their quality systems on CAQA QMS - and to visitors to this website who need help with an enquiry, a demonstration request or an accessibility issue. Support entitlements for platform issues are linked to an active subscription as described in our Subscription Terms; no payments are taken through this website itself.
You can contact support by email at info@caqa.com.au, by phone on 1800 266 160 or 03 8103 8000, or through our contact page. Standard support hours are Monday to Friday, 9 am to 5 pm (Melbourne time), excluding Victorian public holidays. Requests received outside these hours are queued for the next business day.
Platform support requests are triaged into four categories:
Response targets describe when we will meaningfully engage with a request, not necessarily when it will be resolved; resolution times depend on the nature of the issue. We keep you informed of progress on Critical and High issues until they are resolved.
When you lodge a request, include your organisation name, the module or page affected, what you expected to happen, what actually happened and screenshots where possible. Clear reports help us classify the priority correctly the first time and shorten the path to resolution. Each request receives a reference so you can follow its progress in later correspondence.
Routine maintenance and platform updates are scheduled outside Australian business hours wherever practicable, and administrators are given advance notice of any maintenance expected to interrupt access. Emergency security maintenance may occasionally proceed at short notice; we keep such interruptions as brief as possible.
Support does not include writing or approving your organisation's policies and procedures, making governance or regulatory decisions, auditing your organisation, repairing issues caused by your own network, devices or third-party systems, or recovering data deleted by your own users beyond what scheduled backups allow. Advice given by support staff is general product guidance and is not legal, regulatory or certification advice - decisions of regulators and certification bodies remain with those bodies. Implementation projects, configuration reviews and training can be arranged separately under your agreement.
If you believe a request has been misprioritised or is not progressing, ask for escalation in your reply or call us. Escalated matters are reviewed by a senior team member, and complaints about support service are handled through the complaints pathway described on our contact page.
We review our support arrangements periodically and will publish updates on this page. Where your organisation's agreement specifies different service levels, the agreement prevails to the extent of any inconsistency.
For anything support-related, email info@caqa.com.au, call 1800 266 160, or use our contact page.
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