Support

Tier 1 – Basic Support (Remote Only)

$395 + GST (per year)
 Our entry-level support plan, ideal for smaller centres or those with limited technical requirements.

• Response time: Within 24 business hours
• Inclusions: 4 business hours of remote support (phone or video conferencing), billed in 15-minute intervals
• Hours: 9am – 5pm AEST, Monday to Friday
• Additional support: Charged at standard support rates unless otherwise specified
• Validity: Support package valid for 12 months

Tier 2 – Standard Support (Remote Only)

$695 + GST (per year)
A popular choice for schools and centres seeking a balance of cost and coverage.

• Response time: Within 8 business hours
• Inclusions: 8 business hours of remote support (phone or video conferencing), billed in 15-minute intervals
• Hours: 9am – 5pm AEST, Monday to Friday
• Additional support: Charged at standard support rates unless otherwise specified
• Validity: Support package valid for 12 months

Tier 3 – Extended Support (Remote Only)

$895 + GST (per year)
For environments where uptime is critical and faster response is required.

• Response time: Within 2 business hours
• Inclusions: 10 business hours of remote support (phone or video conferencing), billed in 15-minute intervals
• Hours: 9am – 5pm AEST, Monday to Friday
• Additional support: Charged at standard support rates unless otherwise specified
• Validity: Support package valid for 12 months

Tier 4 – Premium Support (On-Site Service)

Price on Request
For larger organisations, multi-site rollouts, or where on-site assistance is essential.

Price on Request
 For larger organisations, multi-site rollouts, or where on-site assistance is essential.

• Tailored Pricing: Determined based on the total number of units purchased per site
• Response time: Within 2 business hours
• Service model: Dedicated site-level support (on-site and remote as required)
• Validity: Support package valid for 12 months

Important Notes

• Support hours are non-accruable and reset annually.
• Standard support rates: Additional remote support is billed at $35 + GST per 15-minute interval unless otherwise agreed.
• After-hours support rates: Available at $70 + GST per 15-minute interval.
• All packages are designed to complement your warranty coverage and ensure the longevity of your Kiddi® solution.