Support Policy

TransVirtual provides the highest quality service at a price that’s kept as low as possible to enable everyone access to the latest technology. We strive to make the technology as user friendly as possible giving you tools to manage every aspect yourself.

Our support system operates on two levels;

  1. Free Support
  2. Premium Support

This gives you the ability to choose an option that best suits your current situation every time you encounter an issue or question.


Free Support

Free support is provided via the help tickets accessed through the navigation menu or the ‘How can we help?’ button found at the bottom left of every page. You can lodge a ticket at any time and a TransVirtual support member will reply as promptly as possible.


Premium Support

Premium Support is a casual, user pays system. You can contact us by phone for advice or to lodge a request for assistance. We will open a help ticket for you if required to help document and record the request. One on one phone support is charged at our standard support, training and development rate of USD$120.00. This is billed in 15 minute increments or part thereof at the sole discretion of TransVirtual and will appear on your next billing cycle.


Which one is best for you?

This is a personal choice. The cheapest option is to use the free support. If you prefer talking to someone on the phone, choose the Premium Support option by giving us a call and we’ll help out as quickly as we can.

Please note that all support requests are classified and responded to based on severity level. No guarantee is given or implied that we will process a Premium Support request over a more critical free support request.


Implementation & Training Support

We are happy to provide training and implementation assistance at any time. If you are within the first month of your subscription you may be eligible to receive complimentary one on one phone support. If you’ve added your credit card during the free trial period you’ll begin to be charged the minimum rate each billing cycle. In return, we’ll provide 1 hour of phone support each week over the first 4 weeks. This can be used however you wish for training, support or implementation assistance. Simply open up a help ticket, book a time and one of our staff will contact you. Additional phone support above and beyond this is always available at our Premium support flat rate.


Onsite

We’re happy to provide onsite demonstrations, training and support specifically tailored to your company’s needs. Depending on your location, we normally require a minimum of 8 hours (1 day) along with any related travel and accommodation expenses. Contact us at info@trans-virtual.com to begin discussions about your requirements and to arrange a quote.


Onsite Training (excludes travel costs)
HourlyUSD$120.00 per hr

Travel Costs
Hourly (non-business hrs = 50%)USD$60.00 per hr
Hourly (business hrs = 100%)USD$120.00 per hr
DrivingUSD$0.66 per km
FlightsCost Price
Car Hire / Fuel and TollsCost Price
Accommodation/MealsCost Price

* RapidTeks fatigue policy restricts staff from working longer than 12 hours/day including travel time. Accommodation will be charged if the combined travel and training requirements exceeds this limit.
Trial Period Support

The 60 day trial period gives you generous amount of time to evaluate our service with the only restriction being on the number of users. We’ll happily provide you with a 30-minute online demonstration to show you around and see if TransVirtual is a good fit for your company. You’ll always have free and unlimited access to the online help tickets where we can answer your questions and assist in understanding the features available. Where possible we will also assist with the configuration of basic global settings and the completion of a basic EDI connection with a single third party (e.g. customer/agent) to provide live data for testing. This will include importing a limited amount of consignment data into TransVirtual and exporting POD’s back.


Advanced Evaluations/Implementation

You might find you would like to test some of the features in more depth or begin working on implementing TransVirtual for your company. Premium support is available on a user pays basis to keep our rates as low as possible. All you do is add a credit card to your account page and you’ll unlock full access to TransVirtual. You’ll begin to be charged the minimum rate each billing cycle and in return we’ll provide 1 hour of phone support each week over the next 4 weeks. This can be used however you wish for training, support or implementation assistance. Use the help tickets or email to book a time with one of our support staff. Additional support is always available in accordance with our standard support policy guidelines.


Classification and Response Times.

All help tickets, both Free and Premium, are classified according to the severity of impact on the use of the service. Higher severity levels are always attended to first, regardless the support level.

The following table defines how your request will be classified. TransVirtual will allocate a level to each request and may escalate/deescalate this level at any time as the situation changes. All disputes regarding severity classification will be resolved by TransVirtual in its sole discretion.


Severity LevelDescriptionInitial Response Time1
1A catastrophic issue where a majority of core or critical services are offline or unavailable and/or large numbers of services are severely restricted and no procedural work around exists. 1 hour
2A wide spread issue that reduces access or availability of system services or there is significant impact to limited services and a work around exists that requires some additional time/effort.6 hours
3An isolated or low impact issue affecting non-critical services or functionality but the customer can continue to function or an easy workaround exists.1 business day
4General usage questions, recommendations, feature requests or suggestions for product enhancement or modification. There is no impact on the quality, performance or functionality of the existing product and/or documented help is readily available. 5 business days


1This time is the maximum time we set for an initial response, not the time required to address the issue. We continually strive to maintain response times that are significantly less than those stated and resolve issues as quickly as possible.

If you experience significant issues with accessing or completing critical tasks in TransVirtual outside of normal business hours, you can contact our on call technical support staff on +61 490 907 281.