The support channels, response targets, maintenance windows and service limitations that apply to CAQA LMS.
This Support and Service Levels page explains the support channels, response targets, maintenance windows and service limitations that apply to CAQA LMS, part of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative. It applies to subscribed organisations and their authorised administrators, and should be read with the LMS Platform Terms and the Subscription Terms.
Support is provided to the client administrators, trainers and staff of organisations that hold an active CAQA LMS subscription, including registered training organisations, ELICOS colleges, higher education providers and enterprise learning teams. Learners should raise issues with their own training organisation first, because most learner questions relate to enrolment, content or assessment decisions that sit with the provider. Prospective clients are welcome to contact us with pre-sales questions at any time.
You can reach the CAQA LMS support team by email at info@caqa.com.au, by phone on 1800 266 160 or 03 8103 8000, or through our contact page. When you contact us, include your organisation name, the affected tenant, a description of the issue, any error messages and the steps to reproduce the problem, as this significantly speeds up resolution.
Standard support hours are Monday to Friday, 9 am to 5 pm (Melbourne time), excluding Victorian public holidays. Requests received outside these hours are queued and handled from the start of the next business day, except where an alternative arrangement is recorded in the subscription agreement.
We triage requests into four priorities and aim to provide a first response within the following targets during support hours:
These are response targets, not guaranteed resolution times; resolution depends on the nature of the issue, third-party dependencies and the information available to us. Where the subscription agreement records different service levels, the agreement prevails.
Planned maintenance is scheduled outside peak delivery times wherever practicable and notified to client administrators in advance. Emergency maintenance, for example to apply an urgent security patch, may occur with shorter notice. Planned maintenance windows are not counted as faults.
Support covers faults in the platform, questions about platform features and configuration, administrator guidance, and assistance with backups, exports and integrations that form part of the subscription. It also covers accessibility assistance, in line with our Accessibility Statement.
Support does not include developing or fixing client course content, marking or assessment decisions, training strategy or compliance advice, faults in the client's own networks, devices or third-party systems, work caused by unauthorised modifications, or bulk data entry on the client's behalf. Many of these can be quoted separately as professional services.
If you believe a request has been misprioritised or is not progressing, ask for it to be escalated and it will be reviewed by a senior team member. Complaints about our service can be raised through the same channels and will be acknowledged and investigated.
No payments are taken through this website. Support entitlements are part of the subscription invoiced under the client's written agreement, as described in the Subscription Terms. Guidance given by the support team is practical product assistance and is not legal, regulatory or compliance advice.
If you have questions about this policy, contact the CAQA LMS team by email at info@caqa.com.au, by phone on 1800 266 160, or through our contact page. Our offices are at 2/10 Lawn Court, Craigieburn, Victoria 3064, and we are available Monday to Friday, 9 am to 5 pm.
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