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General Enquiries and Support
Emails for general enquiries, operational support and technical support are processed on weekdays 9am-5pm (AEST) excluding public holidays. General enquiries are responded to within one business day. Emails requesting support are generally responded to within one business day for AccuRate and BERS Pro Standard licences and four hours for AccuRate Premium Licences. Customers may include a call-back phone number and we will endeavour to respond with a call back as soon as possible within business hours.
Support is generally limited to the following
(a) issues relating to the installation of software, licences, certificates, H-Star web-portal and training; and
(b) abnormal software errors or bugs.
This assistance is limited to email support only during usual business hours, and excludes assistance:
(a) for any previous version of the software other than the most current version;
(b) relating to the normal operation or use of the software that is addressed in the software's documentation;
(c) with problems, issues or errors arising from the installation or use of the software in a manner contrary to the software's documentation or otherwise arising from improper use of the software; or
(d) with hardware, operating systems or third party software.
Standard Licences for AccuRate and BERS Pro:
When registered for Standard Support, you will receive notices by email of new upgrades and changes to the software along with occasional newsletters as new information comes to hand. Support via telephone, and advice with dwelling interpretation are not included with Standard Support.
Premium Licences for AccuRate:
In addition to all the advantages of the services provided via Standard Support, users who purchase AccuRate Premium Support can contact Energy Inspection by email or request a telephone call-back for support related to installation, technical issues and with questions on best representing specific dwelling design elements within the software (dwelling interpretation). Dwelling interpretation advice will be provided for uncommon design features or where ambiguity exists.
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