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Approved Systems Support Policy

Document status: Official
Effective date: 5 January 2026

1. Purpose

Approved Systems provides Managed Services and professional IT support under defined service agreements.

This Support Policy exists to:

  • set clear expectations on how support is requested, delivered, prioritised, and billed
  • protect service quality through structured processes
  • protect staff wellbeing and legal compliance (including the right to disconnect)
  • ensure customers receive consistent, auditable service via approved channels

1.1 Relationship to Your Agreement (Hierarchy)

This Support Policy forms part of Approved Systems service terms and operates alongside your signed agreement(s), which may include a Service Agreement / Managed Services Agreement (MSA), Statement of Work (SOW), and/or Service Level Agreement (SLA).

  • If there is a conflict between this policy and a signed agreement, the signed agreement takes precedence.
  • Where this policy sets process requirements (ticketing, approved channels, triage, billing increments) and your agreement is silent, this policy applies.

2. Key Principles

  • Support is a paid service. Free support is not included unless explicitly stated in a signed agreement.
  • Structure beats interruption. We deliver best outcomes through planned, uninterrupted work windows.
  • Tickets are the system of record. If it isn’t logged, it isn’t trackable.
  • Boundaries are essential. Availability is defined by your agreement and our published hours.
  • AI triage is permanent. It improves responsiveness, protects staff time, and enforces consistency.

3. Definitions

3.1 Managed Services

Ongoing services that proactively maintain and secure your environment. Managed Services may include monitoring, patching, backup, security tooling, and related automation.

Important: A small monthly service fee (e.g., a monitoring/automation agent) covers automated work. It does not include unlimited human troubleshooting, consulting, or on-demand real-time support.

3.2 Professional IT Support (Time-Based Support)

Reactive, request-based work performed by our technicians (remote or onsite), billed according to your agreement, the published rates schedule, or an accepted quote.

3.3 Projects / Change Requests

Planned work that requires scope, approvals, scheduling, and delivery milestones.

3.4 Traditional Helpdesk Service (Live, Real-Time Phone Helpdesk)

A specialised service where you call and speak to a real person in real time to:

  • be guided step-by-step
  • troubleshoot immediately
  • resolve issues live on the call where possible

This is a separate service offering.

  • It is delivered only under a Helpdesk Contract.
  • It has its own dedicated support number.
  • It is not included with Managed Services, monitoring, backup, security tools, or standard support arrangements unless explicitly purchased.

4. Support Hours and Availability

4.1 Standard Support Hours

  • Monday to Friday (business days): 9:00am – 5:00pm (local time)
  • Closed on national and ACT public holidays

4.2 After-Hours / Emergency Support

After-hours support is available only where included in your agreement or by prior arrangement.

  • Emergency support is limited to business-critical incidents
  • Convenience requests are not treated as emergencies

4.3 Shutdown Periods (e.g., Christmas / New Year)

During published shutdown periods, standard support is unavailable unless your agreement includes after-hours/emergency coverage.

4.4 Time Period Definitions

For clarity when applying support availability and rates:

  • Business Hours: Monday to Friday, 9:00am–5:00pm (local time)
  • After-hours: Monday to Friday outside Business Hours
  • Weekends: Saturday and Sunday
  • Public Holidays: ACT and/or national public holidays (as applicable to the support delivery location)

5. How to Contact Support

5.1 Approved Support Channels

All requests must be made via:

(Additional service login links may be listed here: https://www.approvedsystems.com.au/login-portal/)

5.2 Traditional Helpdesk Service Channel (Separate)

Customers who purchase the Traditional Helpdesk Service will be provided a dedicated Helpdesk phone number.

Important: Calling the main support line does not include live step-by-step Helpdesk guidance unless you are on the Helpdesk Contract. The main support line is triaged first (AI-first) to create tickets, book support, and route requests appropriately.

5.3 Unapproved Channels

Support requests must not be lodged via:

  • personal mobile numbers of staff
  • direct-to-technician texts, messaging apps, or social media
  • unofficial email addresses

Requests made via unapproved channels may be missed, delayed, or refused.

6. AI Call Triage (Permanent)

Approved Systems uses AI triage to manage inbound calls and improve service consistency.

When you call:

  1. AI assists first and acknowledges your call immediately
  2. AI will:
    • collect information and create a support ticket, or
    • recommend booking Professional IT Support, or
    • route short calls to the relevant team where appropriate, or
    • direct urgent incidents to the correct escalation path (if your agreement includes it)

6.1 What AI Triage is Designed to Do

  • stop calls from going unanswered
  • reduce hold times and noise
  • collect accurate details for faster resolution
  • enforce boundaries during holiday periods and outside hours

6.2 Talking to a Human

Speaking to a person in real time is still available, but it depends on:

  • the service you have purchased (e.g., Traditional Helpdesk Service)
  • availability
  • the nature of the request

6.3 Privacy, Call Recording, and Sensitive Information

AI triage may capture call details to create a ticket and improve service delivery.

7. Ticketing and Workflow

7.1 Ticket Required

A ticket is required for:

  • troubleshooting and incident response
  • change requests
  • accounts and billing queries requiring investigation
  • any work that requires technician time

7.2 What Counts as a Support Request (Billable Event)

A support request becomes billable when Approved Systems performs support work such as triage, investigation, troubleshooting, configuration, change implementation, remote session activity, onsite dispatch, or other technician effort.

  • Scheduling only (times/dates/booking coordination) is not billable.
  • Once support work begins (including work performed before a call-back or appointment), time is recorded against the ticket and billed in accordance with Section 9.

7.3 Quote → Accept → Deliver (Default Model)

For work outside included allowances, Approved Systems operates on:

  1. Quote: we define scope and cost
  2. Acceptance: you approve in writing
  3. Delivery: we schedule and complete work in an uninterrupted block

This protects outcomes, reduces rework, and ensures fairness.

7.4 Why We Avoid Unplanned “Live Fixes”

Unplanned calls interrupt delivery work and extend resolution times for everyone. Where live guidance is required, the appropriate service is the Traditional Helpdesk Service.

7.5 No-Response / Stalled Tickets (On Hold and Closure)

If Approved Systems is awaiting customer input (e.g., approval, access, answers, or availability), a ticket may be placed On Hold.

  • If there is no response for 30 days, the ticket may be closed.
  • Closed tickets may be re-opened within 30 days of closure where the matter is directly related and no material scope change has occurred.
  • After the re-open window, the request will be handled as a new ticket/support request.

7.6 Appointments, Missed Appointments, and Cancellations

Scheduled sessions and onsite visits reserve technician time.

  • If you miss an appointment or cancel within 15 minutes of the scheduled start time, the minimum charge for the service type applies.
  • If you cancel more than 15 minutes before the scheduled start time, no fee is applied.
  • Any work already performed against the ticket prior to the cancellation (e.g., preparation, triage, investigation) remains billable.

8. Prioritisation

Tickets are prioritised by:

  • severity and business impact
  • safety / security risk
  • service level agreement (SLA) and contracted coverage
  • time received and operational capacity

8.1 Convenience vs Critical

Convenience requests (e.g., personal device setup, non-urgent “how-to” questions) are not treated as critical incidents.

8.2 Severity Levels (Numeric Mapping)

Approved Systems uses numeric severity to assist consistent triage (including AI triage):

  1. Critical (1): Widespread outage, complete loss of a core business service, major security incident in progress.
  2. High (2): Significant business impact affecting multiple users, critical workaround required.
  3. Medium (3): Limited impact, affects a single user/team, workaround available.
  4. Low (4): Cosmetic/informational requests, general guidance, minor changes.

8.3 Emergency Definition and Gatekeeping

Emergency definition: An emergency is an unexpected event causing a material, time-critical loss of a core business service (or a confirmed security incident) where delaying action until the next business period would reasonably cause significant operational, financial, or safety impact.

Emergencies are not convenience requests, “how-to” guidance, personal device assistance, planned changes, or routine account/admin tasks.

Emergency support (after-hours/shutdown) applies only where your agreement includes after-hours coverage. Approved Systems may, at its discretion, reclassify an after-hours request as non-emergency and defer it to the next business period (or to a scheduled work window), particularly where the request is convenience-based or lacks a defined business-critical impact.

8.4 Quick Examples (What Goes Where)

  • Traditional Helpdesk Service (Live Phone): “I’m stuck and need step-by-step guidance right now.” (Charged in helpdesk increments during business hours.)
  • Professional IT Support (Scheduled / Ticketed): “Please investigate why Outlook isn’t sending for two users.” (Minimum 1 hour applies unless otherwise agreed.)
  • Change Request: “Please change PBX time conditions / add a new user / alter firewall rules.” (Quoted where required, then scheduled delivery.)
  • Project Work: “We need to migrate to a new tenant / roll out new laptops / redesign the network.” (Scoped and delivered as a project or approved support block.)
  • Out of Scope / Convenience: “Can you set up my personal iPhone / home Wi‑Fi / transfer my photos?” (Not included; may be declined or quoted at time-based rates if agreed.)

9. Scope and Billing

9.1 Included Services

Only services explicitly listed in your agreement are included.

9.2 Billable Support

Unless included, the following are billable:

  • troubleshooting and remediation time
  • “quick questions” and advisory time
  • configuration, changes, and updates
  • onsite attendance
  • after-hours support (unless included)

9.3 Rates and Charging Increments

Time-based support is billed using the Approved Systems published rates schedule (or your agreement where different).

  • Baseline rate (Business Hours): $150.00 ex GST per hour
  • Time-based billing rounds up to the next applicable increment in accordance with the relevant schedule.

Rates may change without notice. Current published rates should be checked here:

9.3.1 Billing Increments and Minimum Charges

Billing increments and minimum charges depend on the type of service being delivered:

  • Traditional Helpdesk Service (live, real-time phone assistance) during Business Hours: billed in helpdesk increments as per the published pricing schedule.
  • All other time-based support requests (remote support, onsite support, scheduled troubleshooting, change implementation, project/support blocks): the default minimum charge is 1 hour per support request, per visit, and per session unless otherwise agreed in writing.

Minimum 1 hour applies to all non-helpdesk work even if resolved quickly.

9.3.2 Why a Quick Fix Can Still Have a Minimum Charge (Skills, Preparation, and Accountability)

Sometimes an issue is resolved quickly because a technician is a Subject Matter Expert (SME) who:

  • has seen the problem before
  • has built up experience across many environments
  • has prepared tools, scripts, and standards over time
  • may have performed pre-work (reviewing logs, checking systems, validating changes) before applying a solution

The value in the outcome is not only time spent during the final action — it is the expertise that prevents mistakes, reduces risk, and avoids downtime.

A useful analogy: a highly skilled website designer might produce the best design overnight and charge $1,000,000, while a larger team may take three months to deliver a substandard result for $500,000. The price is tied to the skillset, accountability, and quality of outcome, not simply the minutes visible to the customer.

9.4 Competitive Pricing and Transparency

Approved Systems aims to deliver highly competitive monthly rates across key services such as:

  • Telephony
  • Internet services
  • Mobile services
  • Essential 8 Protect
  • Managed Services and proactive security tooling

Competitive monthly pricing is made possible by automation, standardised platforms, and well-defined service boundaries.

Important: In the broader market, the “missing detail” in many low monthly price offers is the cost of work outside the included scope (for example, unscheduled troubleshooting, real-time coaching, after-hours requests, or ongoing ad-hoc changes). Approved Systems operates in the same commercial reality — however we choose to be transparent:

  • what is included is clearly defined
  • what is not included is treated as time-based support or a quoted change/project
  • work is delivered under Quote → Accept → Deliver to ensure fairness and predictable outcomes

This approach protects customers from hidden surprises and protects service quality by ensuring the required time is properly allocated.

9.5 Managed Services Tools Are Not Unlimited Helpdesk

Monthly tool-based services cover automation and proactive management. They do not include unlimited phone-based coaching or extended troubleshooting.

9.6 Out-of-Scope Requests

Out-of-scope requests will be:

  • quoted as Professional IT Support or a Project, or
  • referred to a suitable specialist

10. Customer Responsibilities

To ensure timely outcomes, customers must:

  • use approved support channels
  • provide accurate contact and site details
  • describe issues clearly (screenshots, error messages, timestamps)
  • ensure nominated contacts are available during booked work windows
  • approve quotes promptly to avoid delays

10.1 Remote Support Prerequisites

To deliver remote support efficiently, customers must ensure:

  • the device is powered on, connected, and available during the booked window
  • remote access is permitted (and any required remote agent/VPN is working)
  • the nominated contact is present to approve prompts and confirm outcomes

If remote access cannot be established due to customer environment constraints, the session may be rescheduled and the minimum charge may still apply where time has been reserved or work has already been performed.

10.2 Onsite Access, WHS, and Inductions

For onsite support, customers must provide safe access and any required site prerequisites.

  • If induction training, access approvals, escort requirements, or other administrative steps are required to attend site, the associated time is billable.
  • Delays caused by access restrictions, unavailable contacts, or incomplete prerequisites may be billable and may require rescheduling.

10.3 Scheduled Work Windows

Approved Systems may schedule delivery in uninterrupted blocks to ensure outcomes are achieved efficiently. Requests for continual real-time interruption (calls/messages) may be redirected to the Traditional Helpdesk Service or handled under Section 13 (Enforcement).

11. Right to Disconnect, Staff Wellbeing, and Fatigue Management

Approved Systems staff are entitled to disconnect outside working hours. This policy aligns with Australia’s Right to Disconnect provisions under the Fair Work Act 2009 (Cth).

Reference material:

What this means in practice:

  • Unapproved after-hours contact to personal devices is not permitted.
  • After-hours support is handled only via the agreed emergency pathway (where included in your agreement).
  • Contact outside working hours may occur in some circumstances, however staff may refuse to monitor, read, or respond unless it is reasonable for them to do so.

11.1 Fatigue Management Plan (Separate Document)

Approved Systems operates a fatigue management approach to ensure staff are able to deliver safe, accurate, and professional support.

  • A formal Fatigue Management Plan is maintained as a separate document.
  • Where necessary, Approved Systems may defer or schedule non-critical work to comply with fatigue controls.

12. Security, Privacy, and Compliance

For security and auditability:

  • support communications must use approved channels
  • unauthorised messaging apps are not used for support delivery
  • sensitive data may require verification before changes are made

12.1 Privacy and Data Handling

Approved Systems handles personal information in accordance with its Privacy Policy (PDF):

12.2 Credentials and Verification

  • Approved Systems staff will not request MFA codes.
  • Customers must ensure authorised contacts are current.
  • Requests for sensitive changes (accounts, billing, access, security settings) may require identity verification.

13. Enforcement

If this policy is repeatedly ignored (e.g., persistent contact through unapproved channels, abusive conduct, or refusal to follow quote/approval processes), Approved Systems may apply the controls below.

13.1 Three-Strike Process

Approved Systems operates a three-strike enforcement model for repeated breaches of support process and boundaries:

  • Strike 1 (Reminder): Written notice that the behaviour/request path is outside policy, with the correct process provided.
  • Strike 2 (Formal Warning): Written warning that continued breach will trigger service restrictions and/or a mandatory service tier change.
  • Strike 3 (Enforcement): Enforcement actions applied (including tier change and/or restrictions), effective from the date stated in the Strike 3 notice.

13.2 Automatic Activation of the Appropriate Service Tier

Where a customer repeatedly requests services that are not included in their current agreement (for example, repeated real-time phone-based guidance, out-of-hours contact attempts, or ongoing unscheduled interruptions), Approved Systems may require the customer to move to an appropriate paid service tier (e.g., Helpdesk Contract or a higher Managed Service tier).

  • Approved Systems will issue written notice specifying the new service tier, monthly price, and the effective billing date.
  • This notice constitutes a proposed variation to service delivery consistent with this Support Policy and the broader service terms.
  • If the customer continues to request or consume that type of service after the effective date, this will be treated as acceptance of delivery under that tier, and the charges will be added to monthly invoices.
  • If the customer does not wish to proceed, they must advise Approved Systems in writing prior to the effective date so services can be restricted to the existing agreement or the agreement can be varied/terminated.

13.3 Other Enforcement Measures

Approved Systems may also:

  • require all requests to be lodged via the portal only
  • restrict phone support access
  • impose scheduled support-only delivery windows
  • suspend or terminate services in accordance with the service agreement

14. Quick Reference

15. Document Control

  • Owner: Approved Systems Pty Ltd
  • Review cycle: Quarterly (or after major service changes)
  • Version: 1.0