Helping you get the most out of Uptick
Customer Support Policy
All Uptick products include free organisation-wide support. This support policy defines our approach to support, how you can request support, and any limitations to the support offered. You agree to abide by the terms of this policy when engaging with our support team.
Phone Support
Phone support is available to all Licensed Users, however we recommend that this only be used for high priority incidents.
Our industry trained support staff are available covering all business hours across Australia, New Zealand and the UK.
Email Support
You can email our customer support team at any time for help with the product or to request additional training.
We aim to respond to all tickets same day, or within 2-4 hours for urgent issues.
In-Product Support
Support is available on any page within the Uptick web application, or on the Support screen of the Uptick mobile application.
When requesting help through the product, your contact details and the URL you requested support from will be shared with our Customer Support team.
Not an Uptick customer?
If you're a facility manager or building owner using an Uptick customer portal, or if you're a supplier or subcontractor and have received a work order or signoff request via an Uptick contractor portal we cannot provide support for privacy and logistical reasons - you'll need to contact the supplier directly for any support or training requests.
The fine print:
The uptick support policy defines our approach to support, how you can request support, and any limitations to our standard support. You agree to abide by the terms of this policy when engaging with our support team.
Effective date: 1st Jan 2019
If you’re already using an Uptick product your subscription includes free technical support. If you have a premium support agreement, you should refer to the terms of that agreeement instead of this document.
Support Requests
Support is available to any user within your organisation with an active account with either an active DESK or FIELD license ("Licensed User").
Uptick provides support through three primary channels: in-product support, email, or phone.
In-product support
Any Licensed User can request support on any page within the Uptick web application, or on the Support screen of the Uptick mobile application.
When requesting help through the product, your contact details and the URL you requested support from will be shared with our Customer Support team.
Email support
You can email our customer support team at any time for help with the product or to request additional training. We aim to respond to all tickets same day, or within 2-4 hours for urgent issues.
Phone support
Phone support is available to all Licensed Users, however we recommend that this only be used for high priority support incidents.
Out-of-Hours Support
If you need support outside of these hours and you have purchased an out-of-hours support package, please call the number listed on your support agreement.
Additional Training
Additional on-site training can be requested and will be charged at the rate specified in your subscription agreement under professional services.
Abuse
Uptick has a zero-tolerance policy for physical or verbal abuse toward our staff. Abuse may lead to support being discontinued or limited.