Support and service information

#01Purpose and authority

This page describes how ACADEMYSHIP PTY LTD (ACN 698 283 448, ABN 89 698 283 448) generally provides support and handles service matters. It is a public summary for information. It is not a standalone Service Level Agreement (SLA). Contractual commitments — including any binding uptime, service credits or response targets — are set out in the Terms of Service and your applicable plan or Order Form, which govern. Nothing on this page creates an SLA unless it is expressly stated in those documents.

#02Who can request support

Academyship provides support to authorised Institution administrators and Users, under an Institution-first model. In most cases, students and other users should first contact their Institution, which manages accounts, permissions and configuration. We may need to verify that a person is authorised before acting on a request, particularly where it concerns account access or data.

Safety, privacy and security matters are different: anyone, including a student, can raise them directly with Academyship without going through their Institution first (see Section 9).

#03How to get help

You can contact Academyship support at support@academyship.com.au. Support is provided through our staffed channels. We do not claim around-the-clock availability; where specific support hours, languages or channels apply to your plan, they are set out in your plan or Order Form. Your Institution's administrators are also an important first point of help for many issues.

Where an Institution uses white-label branding, ordinary User support may appear under the Institution’s service identity or be routed through the Institution. White-label presentation does not change the support scope, escalation channels or contractual service commitments.

Who handles what

Many issues involve both the Institution and Academyship. The Institution makes its own decisions — for example, about the amounts it charges and refunds, what its staff are paid, its records and the credentials it issues. Academyship is responsible for the platform working as it should and for its own obligations, including its own billing, privacy and security. The table shows who makes the decision and where to start. If you are not sure, contact your Institution or support@academyship.com.au and we will tell you where the issue should go.

More detail: payers can read the guide for payers; staff can read the Staff Privacy Guide and Institutions the Payroll and STP Module Schedule; signers can read about electronic signatures; and anyone can use our Complaints process.

#03ASMS sender ID setup

Academyship sends SMS through AWS End User Messaging SMS. Where supported and registered, the default sender ID is “Academyship”. Institutions may request an approved custom sender ID for a one-time setup fee stated in their applicable pricing, Order Form or quote. Custom sender-ID setup does not include SMS credits or message charges unless expressly stated.

Setup may require the Institution’s legal entity name, ABN or registration number, brand evidence, website, messaging use case, message examples, estimated volume, opt-out process and authorised representative details. Academyship submits or coordinates registration, but cannot guarantee approval or an exact processing time. Australian registration commonly requires regulatory and AWS approval. Sender IDs and approvals may be specific to a country, AWS account and AWS Region.

The requested sender ID must meet technical formatting requirements and ordinarily be no more than 11 permitted characters. Academyship may ask the Institution to choose a shorter or different identity. A carrier or destination-country rule may change, replace, label or block the sender identity displayed. Alphanumeric sender IDs are normally one-way, so recipients may not be able to reply. Institutions needing inbound replies or reply-based STOP handling must request an appropriate two-way number or another supported solution, and must maintain an alternative opt-out and contact process where required. An authorised Institution administrator should request sender-ID changes through Support.

#04Before reporting a problem

Before you report an issue, it can help to: check your account and permissions; ask your Institution administrator, who may be able to resolve configuration matters quickly; confirm you are using a supported browser or device (see Section 13); and note the steps that lead to the problem so it can be reproduced. This helps us help you faster.

#05Severity levels

We use severity levels to prioritise issues by their impact. Academyship may reclassify an issue based on its actual impact.

#06Response targets

Where Academyship has agreed specific response targets with an Institution, those targets are set out in the applicable plan or Order Form and govern. This public page does not publish fixed acknowledgement, response or resolution times. A response target (when we aim to respond) is different from a resolution guarantee (a promise to fix within a set time); we do not offer a resolution guarantee on this page. We prioritise issues by severity as described above.

#07What to include in a support request

To help us assess and resolve your issue, please include where you can: your Institution/tenant; the affected users or roles; when it happened; the module or page involved; the steps to reproduce it; screenshots with any sensitive information redacted; any error message or reference ID; the impact; and your browser and device. Please do not send passwords, tax file numbers, full payment-card numbers or unnecessary Student Data in a support request.

This also applies to one-time codes, full bank account details (such as a full BSB and account number) and other personal information that is not needed to investigate the issue. Cover or crop these details in screenshots and attachments; where you need to identify an account or transaction, a masked value such as the last few digits, or a reference number, is enough. Never send suspected illegal material, such as child sexual abuse material — describe it instead (see Child Safety).

#08How Academyship handles support access

Where resolving an issue requires our team to access an Institution's tenant, support access is authorised, limited to the minimum necessary scope and logged. Production RDS and internal services are private and not publicly accessible; relevant infrastructure and security logs are retained for 30 days. Our personnel are subject to confidentiality obligations. Support tickets should contain only information needed to investigate the issue; attachments are handled as support records, identity may be verified before access is discussed, and passwords, TFNs, full bank account details and full payment-card numbers must not be sent. Remote or screen-sharing support requires participant consent; recording is used only where separately disclosed. This is consistent with our Privacy Policy and DPA.

#09Security, privacy and child-safety routing

Some matters should not go through ordinary support:

• Security vulnerabilities — use our security disclosure process (security@academyship.com.au);
• Suspected security incidents — contact security@academyship.com.au;
• Privacy requests or complaints — contact privacy@academyship.com.au; and
• Child-safety concerns — contact safety@academyship.com.au (see Child Safety); call 000 in an emergency.

Children, students and other individuals can contact these addresses directly. They do not need to go through their Institution or an adult first, and a trusted adult can help but is not required. No one should have to raise a concern only with the person or Institution it is about. If you are unsure which of these addresses to use for an urgent safety or privacy matter, use any one of them: Academyship will route it internally rather than asking you to start again.

#10Maintenance and service changes

Academyship performs scheduled maintenance to keep the Service secure and reliable, and may occasionally need to perform emergency maintenance. We aim to give reasonable notice of scheduled maintenance that is likely to affect availability, consistent with the Terms of Service. Institutions can help by keeping administrator contact details current so they receive notices.

#11Service status and incident communication

Where a service issue affects Institutions, Academyship communicates directly with affected customers through the contact details on file and, where appropriate, in-product.

Payments, payroll and other outside systems

Some steps depend on systems that Academyship does not run — for example, Stripe and other payment providers, banks and the PayTo service, payroll reporting services and the Australian Taxation Office, email and SMS carriers, and outside calendar services. A delay or outage in one of those systems can delay a step in Academyship even when Academyship itself is working normally.

These stages are different, and one does not guarantee the next:

• Initiation — a payment, refund, debit, report or other request has been started in Academyship.
• Acknowledgement — another system has confirmed that it received the request. Receipt does not mean the request has succeeded.
• Settlement — money has actually moved between the relevant accounts. A success message in a browser, or a refund marked as requested, does not by itself mean the money has settled.
• Submission — a report or file has been sent to the organisation that receives it.
• Acceptance — the receiving organisation has checked a submission and accepted it. A submitted report can still be rejected.

The labels shown in the platform may differ from these words; ask the Institution what a particular status means for your transaction. Academyship does not guarantee when a payment will settle or a refund will reach an account, or that a report will be accepted or will meet a particular deadline. Institutions and employers remain responsible for their own payment, refund, payroll and reporting deadlines. Cancelling a payment agreement stops future payments under it but does not by itself cancel an amount owed; if an amount owed is cancelled or paid another way, check that any payment agreement for it has been changed or stopped. Before retrying a payment that seems stuck, check with the Institution so that you are not charged twice. A booking or event copied to an outside calendar may not update when it changes in Academyship, so check Academyship for the current details.

#12Escalation and complaints

If an issue is not progressing, you can ask for it to be escalated within support. For formal complaints, contact complaints@academyship.com.au. A formal legal notice is different from a support request or complaint and should be given as set out in the Terms of Service.

Time-sensitive issues

If an issue is time-sensitive — for example, a pay run or payroll report that is due, a payment or debit about to be taken, or a signing or booking deadline — say so in the subject line of your support request, include the deadline and the impact, and say what you have already tried. Academyship will take the deadline and impact into account when it prioritises the issue (see Section 5). Academyship does not claim around-the-clock availability and cannot guarantee that an issue will be resolved before a deadline, so do not wait for support before using your own contingency arrangements — for example, contacting the payer, employee or bank, or meeting a reporting obligation another way. If anyone is in danger, call 000 first.

#13Supported environments and exclusions

Academyship is designed to work on current, supported versions of mainstream web browsers on commonly used devices. Support does not extend to: custom code an Institution builds; third-party services or Integrations an Institution selects; obsolete or unsupported devices and browsers; an Institution's own network or equipment; or work outside the scope of the Services. Where documentation specifies supported environments, that documentation applies.

#14Professional services and billable assistance

Some assistance goes beyond standard support — for example, data migrations, custom reports, bespoke configuration, training, or custom integrations. This work is provided only where separately agreed, and any charges are agreed in advance. We do not apply surprise charges for standard support.

#15Customer responsibilities

To get the best support outcomes, Institutions are responsible for: nominating authorised contacts; cooperating in a timely way; keeping their own exports and records where they need them for records-management purposes; providing accurate information; keeping credentials secure; and managing their own Institution-controlled configuration and permissions.

#16Accessibility and alternative contact

We aim to make support accessible and to provide reasonable accommodations. If you need to contact us in an alternative way, or need information in an alternative format, contact accessibility@academyship.com.au. See our Accessibility Statement.

#17Changes, contact, related documents and change history

We review this page each June and when our support model, plans, maintenance approach or SLA arrangements change. Contact support@academyship.com.au for help, or complaints@academyship.com.au for formal complaints.

Terms of Service Accessibility Trust & Security Security Disclosure Privacy Policy Acceptable Use DPA