Support policy

Overview

When you have a question, need some advice, or just want to talk to someone about the best way forward, you can choose the option that best suits your needs and budget. All support interactions are itemised on your invoice to maintain transparency.

Support Packages

Pricing as of 18th March 2026. Existing support packages remain as is until notified.

	Standard	Premium	Signature	Executive
Monthly Cost	Free	$110/month	$220/month	$550/month
Included support time	✗	30 mins / month	1hr / month	2.5hrs / month
Additional Hours	$350/hr	$350/hr	$350/hr	$350/hr
Q&A via chat / tickets	✓	✓	✓	✓
Support for documented process	✓	✓	✓	✓
Assisted setup & configuration	✗	✓	✓	✓
Pre-booked phone/online meetings	✗	✓	✓	✓
On-demand phone/online meetings	✗	✗	✓	✓
Modified Templates	✗	✗	✓	✓
Modified EDI Export/Imports	✗	✗	✓	✓
Consultation & Advanced processes	✗	✗	✗	✓
Custom Reporting	✗	✗	✗	✓
Custom EDI Export/Imports	✗	✗	✗	✓

Modified Templates

Includes layout changes and changes using available fields and data.

Modified EDI Export/Imports

Layout changes and implementation of standard EDI rules using available data fields.
Excludes use of loop functions.
HTML email setup, and advanced formats.

Custom Reporting

Creation and changes to custom reports using data available within the platform.

Custom EDI – Creation of custom export/import

Creation of custom export/import.
Advanced formats exports.
XML Imports.

Development

$300 per hour. $350 per hour from 1 July 2026. As we are a SaaS platform we do not offer bespoke development. Where we agree to prioritise development fees may apply.

Integration	Hours	Target delivery timeframe
Issue	Variable – no charge	10 days
Existing (Templatised)	1 hour at dev rates	15 days
New	3 hours at dev rates	30 days

Contact Channels

Email/Tickets

Email us at support@transvirtual.com. Please ensure you include as much detail regarding your enquiry and relevant examples.

Online Chat

Chat to us during business hours. We can assist with generalised questions and direct you to support articles. We are unable to provide specific account support via this platform.

Phone

Call us on 02 4905 0805. All calls are considered paid support and will form part of your included hours or be charged as additional hours.

Pre-Booked Meetings

Schedule a meeting via our help menu in the Transvirtual platform. We will provide detailed assistance and recommendations for configuration within your account.

Classifications

General Questions

General advice, questions, directions to online resources/documentation and online videos.

Setup and Configuration

Setup, configuration, or customisation tasks completed by our support.

Issue and Troubleshooting

Identifying cause of unexpected behaviour and/or results and resolving conflict in settings and setup.

Integration

Setup and configuration of rules for data transfer between 2 systems, implemented from our list of available options within our knowledgebase.

Consultancy

A senior experienced team member would be happy to book in a consultation. They will provide advice for your specific situation.

Free vs Paid Support

Transvirtual empowers users to setup and maintain their account. Free support is available to assist with answering general questions. Free support is not a substitute for paid setup/implementation support or effective training for you or your staff either online or onsite.

Support Fair Use

Our email/tickets and online chat channels aim to address common inquiries, suspected system bugs, and basic troubleshooting as quickly as possible. They are not designed to address complex queries or unique use cases. For those requests, you will need to schedule a paid support meeting with our team via our help menu.

Response and Resolution

All requests are classified and responded to based on the targets below. We strive to exceed these times, but they may vary depending on complexity and availability of information.

Incident Targets

An incident refers to any unplanned event that causes or has the potential to cause interruptions or reductions in service quality. For real time updates, go to status.transvirtual.com.

Support Escalations

If you are unhappy with the resolution or handling of a support request, you can escalate directly to management. Each support response email includes Happy and Unhappy feedback buttons. Clicking Unhappy automatically triggers an escalation to the management team, who will review your case promptly.

Customer Success

Customer Success is only available to select clients where scale or revenue requires additional engagement.

Customer Success and account management are terms often used interchangeably. For us, Customer Success is a two way relationship where we both provide additional support and help identify additional platform usage to unlock revenue for both parties.

What it does mean: where you want to change the way you use Transvirtual, share strategic goals and challenges, get ready for a new type of work or contract expansion — our Customer Success Manager will be there to support you. Where you need something done, they will help you get there.

Development

Feature Requests

We are happy to review development and feature requests via our roadmap if they fit within our current roadmap or extend existing functionality. All feedback and suggestions are welcome and seriously reviewed. The final decision on allocating development time rests solely with TransVirtual.

Emergency Assistance After Hours

If you experience significant issues accessing or completing core tasks in TransVirtual outside of normal business hours, phone our on-call technical support on +61 2 4058 5835 and leave a message. Please provide as much relevant information as possible.

Development & Support — Summary for Clients

Transvirtual is a standard SaaS offering used by hundreds of clients simultaneously. Bespoke development is not provided unless there is a strategic reason for Transvirtual to do so.

The following table summarises how we handle development and support prioritisation.

Topic	Summary
Development Dates	We do our best to meet target dates we share, but we are focused on many different deliverables at once. Dates are targets, not guarantees.
Triage Schedule	Most Mondays new tickets are triaged as a bug or feature, along with a H/M/L categorisation to help define timings. Bug, High – A target date will be given Bug, Medium – Aiming for ASAP and will share a target date once confirmed Bug, Low – No target date. Not currently impacting other clients and workaround available; deemed low priority. Feature, High – Added to backlog; no firm date yet but keen to get it done ASAP. Approximate date shared as it progresses. Always subject to change (agile). Check monthly newsletter for all updates. Feature, Medium – Good idea, now in the backlog. Not yet high enough priority to confirm it will definitely happen. Feature, Low – Not a current focus area.
Date Communication	Dates given where possible. We aim to avoid this becoming a project management overhead — we are working through items as fast as we can.