In the early stages of BookingTrust we were able to provide free support for all BookingTrust clients. As the number of clients increases we have amended our Support Policy to include an initial unlimited free support period and then three additional support options beyond this.
Our Support Policy from 1 January 2022 will be as follows:
CLIENT SERVICES
Free Unlimited phone and email support:
We will provide free phone and email support to all clients for the first 45 days after they go live with BookingTrust. Please note you must have a reconciled bank account for us to provide support. That is that the bank reconciliations are up to date (within a reasonable period) and all current transactions have been confirmed (again within a reasonable period).
We will provide free phone and email support to any customer that has engaged us to provide any client services (such as account reconciliation).
To confirm, we provide free support to all new clients for the first 45 days of their subscription.
We will also provide free phone and email support if there is a software error that caused the issue. We will determine if this is the case or not.
Additional Client Services:
After the initial 45 days of going live with BookingTrust all clients will be charged $AU120.00 per hour (billed per half hour) for any Client Support Services. This will be charged to your credit card immediately after the issue has been resolved. Please email services@bookingtrust.com.au to arrange an appointment booking.
Additional Training:
All clients are provided 45 days of unlimited free training from the date their business goes live with BookingTrust. We encourage clients to contact us with questions during to this time to be confident they have received adequate training.
If anyone in your team (including new staff) requires additional training after the initial 45 days you can book a training session with one of our support team. These sessions are booked by emailing services@bookingtrust.com.au and customer services will arrange a meeting for you. These sessions are charged at $AU150.00 per hour (billed per half hour). This will be charged to your credit card immediately after your Additional Training Session.
MANAGED ACCOUNTS
There are circumstances were it can be more efficient and cost-effective for you to have your Trust Accounting managed for you. If you would like to discuss having the BookingTrust manage your trust accounting please email Craig at craig@bookingtrust.com.au
If there are any questions about this policy please contact craig@bookingtrust.com.au