FreshTrack is committed to supporting its customers and ensuring that their experience with our product is both positive and rewarding. This is why all our subscriptions come with Standard Support included.
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 “Maggie Mango” and it is available 24/7. Maggies Mango 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 Maggie Mango 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
Standard Support
SERVICE | SERVICE LEVEL |
Maggie Mango – AI Generative Support | 24 / 7 |
Support Agents – FreshTrack Messenger | Monday to Friday 7am to 4pm +10 EST |
Support Agents – Phone Support | Call Back Service | Only available for Level 1 Priority Cases Requested through FreshTrack Messenger# |
Priority One – Case Assignment | 15 Minutes |
Priority Two – Case Assignment | 4 Business Hours |
Priority Three – Case Assignment | 2 Business Days |
Priority Four – Case Assignment | 4 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. Call back service is only available for priority one cases only.
Premier Support
FreshTrack is pleased to offer a high Service Level Agreement on our Premier Support Plan.
SERVICE | SERVICE LEVEL |
Maggie Mango – AI Generative Support | 24 / 7 |
Support Agents – FreshTrack Messenger | 7 Days – 6am to 6pm customer local time. |
Support Agents – Phone Support | 7 Days – 6am to 6pm customer local time. Customer can call us directly for Level 1 Priority Cases @ All other priority cases require a call back via FreshTrack Messenger % |
Priority One – Case Assignment | 15 Minutes |
Priority Two – Case Assignment | 1 Business Hour |
Priority Three – Case Assignment | 6 Business Hours |
Priority Four – Case Assignment | 2 Business Days |
@ Dial In phone support is accessible by a dedicated phone number for priority one cases only, call is directed to an available support representative.
% All non-priority support cases need to be initiated by the FreshTrack Messenger in the first instance.
Priority Levels
Click here to learn more about the different priority levels
Why are there two different support levels?
FreshTrack recognises that some customers have both a higher support need and require a differing level of support. This is why we offer Premier Support. Premier Support is billed at 20% of the monthly subscription fee. The fee allows FreshTrack to ensure staffing is available to meet the higher service level agreement.
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 (Effective January 2020)
Category | Rate (Per Hour) ex GST |
Development | $175.00 |
Reporting | $150.00 |
General | $150.00 |
Support Rates Effective 01 July 2024
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), please visit the FreshTrack Client Portal (https://portal.freshtrack.com) for the most current rates.
Can FreshTrack offer a more tailored support package for my business?
Yes, FreshTrack would be happy to discuss your unique business support needs.