FreshTrack is committed to supporting its customers and ensuring that their experience with our product is both positive and rewarding.
To help us provide a seamless support experience, our support is delivered through our integrated FreshTrack Messenger tool available within the FreshTrack Cloud application itself.
No need to switch between systems or websites to get support.
Within our FreshTrack Messenger, users have access to our AI Generative Support Agent, we call it “FreshTrack Genie” and it is available 24/7. Freshtrack Genie is the latest tool in generative AI support, not only does our AI support tool learn form our knowledge base, it learns from other conversations in your company and is always refining itself to help give the user the right answer the first time.
When our Freshtrack Genie AI Support Agent does not cut the mustard, users are always presented with the option to request to speak to a real support agent.
Service Levels
Support - Service Level Agreement | Premier Support | Standard Support | Basic Support |
Hour of operation | Priority 1 - 24/7 Priority 2,3 Mon-Fri 9am - 7pm AEST | Mon-Fri 9am - 7pm AEST
| Mon-Fri 9am - 7pm AEST |
Access Method | FreshTrack Genie AI, Messenger, Email, Call Back # and/or 1300 083 532 | FreshTrack Genie AI, Messenger, Email, Call Back # and/or 1300 083 532 | FreshTrack AI, Messenger, Email |
Priority 1 - Critical | 15 Minutes | 1 Hour | 2 Hours |
Priority 2 | 2 Business Hours | 1 Business Day | 2 Business Days |
Priority 3 | 2 Business Days | 3 Business Days | 5 Business Days |
# Call Back phone support is provided by using the call back feature through FreshTrack Messenger. Users must first initiate a request for a call back via the FreshTrack Messenger, after having their matter triaged. Dial In and Call back service is only available for priority 1 cases only during the hours specified in the selected service level.
Priority Levels
All support cases are assigned a priority by a FreshTrack Cloud Technician, where the priority assignment does not meet the customer needs or expectation, the customer may request a review and provide supporting details why the priority should be reviewed.
Assignment of a case is when the case is acknowledged by a technician and the technician starts working on the case. Due to the complexity of some cases, a resolution time frame can not be provided.
Priority One Urgent | Priority Two High | Priority Routine |
The customer is unable to use the system or complete a business-critical task, and no workaround is available. Urgent assistance is required to resolve the issue. | The customer has access to the system and can temporarily postpone the task, but they need assistance by the end of the day to complete a time-sensitive, critical task (e.g., sending an ASN). | The customer has access to the system and can complete the task using a workaround. The issue involves new features or improvements that do not impact their immediate operations, allowing FreshTrack flexibility in scheduling its resolution or development. |
Why are there three different support levels?
FreshTrack recognises that some customers have both a higher support need and require a differing level of support. Premier Support is billed at 20% of the monthly subscription fee and Standard Support is billed at 10% of the Monthly subscription fee. The fee allows FreshTrack to ensure staffing is available to meet the service level agreements.
Not everything is classified as included support.
The FreshTrack Cloud product includes Standard Support for issues directly within our control and directly related to the performance and functionalities of the FreshTrack Cloud product.
This support is aimed at ensuring the optimal and intended operation of our software, for support services required that do not directly relate to the performance of the FreshTrack Cloud product, such as (but not limited to) feature development; customer specific customisations; report writing, modifications and/or enhancements or support matters not directly related to the performance of the FreshTrack Cloud product.
Support provided outside our Standard Support inclusions will be charged at the following rates:
Category | Rate (Per Hour) ex GST |
Development | $200.00 |
Reporting | $175.00 |
General | $175.00 |
Important: These rates are subject to change (with notice to you).
Can FreshTrack offer a more tailored support package for my business?
Yes, FreshTrack would be happy to discuss your unique business support needs.