How do my staff receive training?
SupportAbility has a host of on-demand training videos available in its in-built Learning Centre, along with help articles accessible via our ever-growing Knowledge Base allowing Staff the flexibility to learn in their preferred learning style and at their own pace. Staff can access these resources to engage in self-paced learning and can revise the material whenever they need […]
Can we import data from our existing system into SupportAbility?
It is important to note that SupportAbility does not provide a service to import data from your existing system. SupportAbility has an incredibly sophisticated data structure designed specifically to manage NDIS client data in the cloud. Other systems have different structures to meet their own purposes. Trying to force data from one into another generally […]
Do you provide staging environments to train staff?
Need to train your staff to use SupportAbility in a sandbox environment that is an exact replica of your live SupportAbility? SupportAbility Training Installations are available as an additional subscription option. Training Installations are an identical copy of your live SupportAbility installation. Each night, we replace your training installation and all its data with a […]
What are standard hours for providing Support?
Support is available between 9:00 am to 5:00 pm Canberra, Melbourne, Sydney, Monday to Friday.
Our workforce is highly casualised. Can this reduce our subscription fee?
SupportAbilities pricing is already based on the assumption that the great majority of NDIS service providers have a highly casualised workforce. This allows us to provide simple and consistent pricing for all staff, regardless of their role and responsibilities.
Where are your support staff based?
All of our Customer Success team reside within Australia, with most in Melbourne and one team member based on the Gold Coast.
Do you provide a Service Level Agreement (SLA) for support?
We do not provide SLA’s on support response times however, we triage and prioritise all incoming support requests and responses are usually provided in a timely manner based on the priority of the query. We can however provide customer support happiness reports based on real feedback from our subscribers.
Can we reduce our subscription fees if we re not planning on using all available features?
Each SupportAbility subscription includes all features and modules included in the product. Unfortunately, subscription fees can not be reduced if your organisation chooses to only use a portion of what is available. The only services that are not included in the above, and may incur additional fees are: Data Replica Subscriptions Training Installation Subscriptions Custom […]
How do we access support?
We are here to support you. Unlimited email support is included as part of your SupportAbility subscription. Each subscribing organisation appoints up to two Authorised Representatives to act as their dedicated spokespersons and represent their organisation in all matters. First-tier support is provided by each organisation’s Authorised Representatives. If an Authorised Representative is unable to […]
How are NDIS Pricing Arrangements (Price Guide) updates managed?
The National Disability Insurance Agency (NDIA) release periodic updates to the NDIS Price Arrangements (previously called Price Guides). Whenever an update to these Pricing Arrangements occurs, it is our highest priority to include this updated information in SupportAbility so that our providers can continue to provide the supports they deliver.
