1.1. This Policy applies to Clients of the AroFlo System. The purpose of this Policy is to ensure all Clients are provided quality training and support when using the AroFlo System.
2. Training and Support
2.1 Any training and support provided by AroFlo is subject to this Policy.
2.2 Any training or support falling outside this Policy will be charged either as Training and Support Packages or as consulting services at the hourly rates as set out on the AroFlo Website.
3. Set-Up Training
3.1. Set-Up Training is provide to Clients who subscribe to the Standard Subscription or who purchases the Premium Support Package.
3.2 Set-up Training is only provided to the Product Champion although AroFlo allows 3 other Client participants to attend the Set-up Training.
3.3 Set-up Training will be provided:
3.3.1 via an online platform (either by telephone or screen sharing software) to one Client business location. AroFlo does not provide on-site training;
3.3.2 only to the Product Champion. If the Product Champion is an external party, not employed by the Client, any additional training to Client employees will be considered additional training and invoiced accordingly;
3.3.3 in sessions covering discrete subjects. Each session will only be provided once to the Product Champion; and
3.3.4 depending on the availability of AroFlo trainers which may be limited to a certain number of sessions per week per Client.
3.4 If the Product Champion changes during or after the Set-up Training period, AroFlo may, at its discretion, charge for any additional training AroFlo consider repetition of previously given sessions.
3.5 Clients who wish to purchase additional training including repeating training already provided to the Client’s Product Champion, training other internal or external parties or training or support outside the Set-up Training period, will be invoiced to the Client as an additional cost to their usual Subscription Fee at rates set out on the AroFlo Website.
3.6 Set-up Training only includes training the Product Champion on how to use the functionalities of the AroFlo System. AroFlo does not build a Client’s workflow or create a Client’s specific forms. Any Client specific workflow creation will be invoiced to the Client as consulting services at rates set out on the AroFlo Website.
4. AroFlo Support Line and live chat
4.1 Support Requests via the AroFlo Support Line will be limited to a maximum of 15 minutes per call. Calls longer than 15 minutes must be scheduled as a training or support session that can be booked through the AroFlo Support Line or through the Help Centre.
4.2 Live chat is limited in duration to conversations under 10 minutes. Live chat longer than 15 minutes must be scheduled as a training or support session that can be booked through the AroFlo Support Line or through the Help Centre.
5. Support requests
5.1 Support Requests are limited to assistance in relation to:
5.1.1 using AroFlo; and
5.1.2 technical issues with AroFlo.
5.2 AroFlo is not obliged to provide assistance in relation to:
5.1.1 information technology queries that do not relate directly to AroFlo;
5.1.2 developing business processes and procedures;
5.1.3 training for new users; and
5.1.4 an issue arising from the Client seeking to use AroFlo on a computer hardware or software platform that does not meet AroFlo’s stated minimum requirements for the use of the AroFlo System.
5.3 AroFlo may elect, at its absolute discretion, to provide assistance of a kind described in clause 5.2, subject to such terms and conditions (including payment terms and additional costs) as notified by AroFlo to the Client.
5.4 When reporting an issue, the Client will, to the best of their ability, provide AroFlo with information setting out in sufficient detail the issue they are experiencing or the support required, their operating system and browser used and where possible, specific example of the AroFlo services required. This may include:
5.4.1 the function being sought to be performed at the time that the issue arose;
5.4.2 the form or manifestation of the issue (e.g. program or system ‘freezing’, program or system ‘crash’, error message, failure to execute function);
5.4.3 any error codes or messages appearing;
5.4.4 the computer programs being run at the time of the issue;
5.4.5 the hardware and software specifications of the computer or the computer network; and
5.4.6 the production or program log from the computer or the computer network on which the AroFlo System was being used.
5.5 Upon receiving a Support Request, AroFlo will:
5.5.1 log the issue and allocate an issue number to it;
5.5.2 set a priority for the issue and treat the problem within the expected resolution time; and
5.5.3 notify the client when the issue has been resolved.
5.6 The Client will assist AroFlo:
5.6.1 to replicate the circumstances in which the issue arose and seek to replicate the occurrence of the issue;
5.6.2 in the identification and diagnosis of any error or defect; and
5.6.3 by providing all necessary information relevant to the fault.
5.7 The Client will provide AroFlo with:
5.7.1 reasonable access, typically via online remote support, to the Client’s computer systems to allow AroFlo to provide the support services; and
5.6.2 remote access to the Client’s computer systems to allow AroFlo to provide the support services.
5.8 AroFlo will use reasonable efforts to provide the support in a timely manner, to correct any faults or to provide workarounds.
5.9 AroFlo may utilise such employees and contractors as it deems appropriate in its absolute discretion in providing the support services.
5.10 The Client may request that AroFlo cease providing support services for a Support Request at any time.
6.1 AroFlo means AroFlo Pty Ltd atf the Guy and Lisa Arrowsmith Family Trust (ABN 28 742 128 107) t/a AroFlo its successors and assignees.
6.2 AroFlo Software means the “AroFlo Job Management Software”. The “AroFlo Job Management Software” is a web-based service management tool designed to automate and integrate core processes related to the delivery and administration of services.
6.3 AroFlo Support Line means the support telephone number provided by AroFlo for submitting Support Requests.
6.4 AroFlo System means collectively the AroFlo Software and the Help Centre.
6.6 Client means an individual entity that has entered into an agreement with AroFlo for the use of the AroFlo System.
6.7 Help Centre means the “AroFlo Help Centre” located on the AroFlo Website.
6.8 Policy means this AroFlo Fair Use Policy.
6.9 Premium Support Package means the “Premium Support Package” service that can be purchased by a Client via the AroFlo Website.
6.10 Product Champion means the person nominated by a Client to undertake Set-Up Training.
6.11 Set-Up Training means initial training on the setup, customisation, implementation and general use of the AroFlo System.
6.12 Standard Subscription means the standard Subscription.
6.13 Subscription means a subscription to the AroFlo System.
6.14 Subscription Fee means the fee payable for the Subscription.
6.15 Support Request means a request for support services from a Client to address an issue with the AroFlo Software.
6.16 Training and Support Packages means the optional training and support packages that can be purchased by a Client via the AroFlo Website.
For any questions or notice, please contact AroFlo at:
AroFlo Pty Ltd atf The Guy and Lisa Arrowsmith Family Trust (ABN 28 742 128 107) t/a AroFlo
Suite 13, 2nd Floor
12 Maroondah Highway
Ringwood VIC 3134
Last updated: 23 November 2017