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.

#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.

#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.

#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 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.

#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.

#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.

#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