Managed Support is a paid support plan that provides priority service, phone assistance, dedicated monthly support hours, and discounted rates for additional help and consultation.

We offer Managed Support to ensure we can continue delivering responsive, high-quality service to customers who need more frequent or hands-on help.

Tall Emu’s Managed Support is $399 per month, billed quarterly in advance ($1,197 + GST). Pay annually and receive a 20% discount ($3,830 + GST per year).

• Priority access to our help desk
• Responses to requests usually within 1 business day
• Up to 4 hours of support and training per month
• Phone support for urgent issues and follow-ups
• CRM consultation for business-specific needs
• Additional hours at a reduced hourly rate of $195 + GST

• Custom development (charged separately at a discount of 10% off the standard rate $195/hour, minimum 8 hours)
• Onsite visits (pricing based on travel and requirements)

The $399/month fee applies to the business account as a whole, not per individual user. All users within your account are able to utilise Manage Support.

No problem! Additional support hours are available at the reduced rate of $195 + GST per hour.

All customers continue to receive free standard support, which includes help desk support via email, access to our training library, and pay-as-you-go assistance at $250 per hour (minimum 15 minutes).

• Managed Support customers: usually within 1 business day.
• Standard support customers: usually within 2–3 business days.

Note – we will always prioritise urgent requests and critical or business-stopping outages and bugs.

No, support hours must be used within the billing cycle.

Yes! You can upgrade to Managed Support at any time.

Yes, you can cancel at the end of the annual Managed Support period by providing written request to cancel before the renewal date.

You don’t! If you find a genuine software bug — something that’s broken or not working as designed — reporting it is always free, and we’ll fix it at no cost. We never charge to fix bugs. Managed Support is there for when you need priority help, training, setup assistance, or advice on how to use the software in specific ways — not for bug fixes, but for extra guidance or personalised support.

A quarterly bill will be provided, detailing the time spent addressing each issue.

If you resolve a ticket in-house and notify us, no time will be logged, and it will not count towards your allocated hours. However, if you have already requested our assistance and we have begun work on the ticket, the time spent will be logged and counted.

The 4 hours/month allocation includes calls, tickets, and training, provided the issues raised are not identified as bugs.

Issues identified as system errors and therefore escalated to the development team do not count towards the 4 hours/month allocation. Time spent on business specific changes, allocated to the development team is billed at a discounted rate.