Occasional help
PAYG Support
$250/hour + GST
Billed in 15-minute increments.
Best for businesses that occasionally need help with training, configuration, reports or how to use Tall Emu.
Contact SupportSupport & Managed Support
Support when you need it. More help when you want it.
Every Tall Emu customer has access to our Help Centre, training resources and Australian support team.
If you need hands-on help, choose PAYG Support as you need it - or Managed Support for priority support, included monthly hours and extra benefits to help you get more from Tall Emu.
Choose the help that suits your business
Ongoing help and extra benefits
Managed Support
$399/month + GST
Annual agreement, billed quarterly.
4 hours included each month, priority support, an Account Manager, included apps, lower additional support rates and more.
Get Managed SupportPrices in AUD. Managed Support is per customer and billed quarterly in advance.
Software faults are not charged.
Genuine Tall Emu system faults and bugs are not charged or deducted from your Managed Support hours. If something isn't working as it should, contact our support team.
More included with Managed Support
- 4 hours included each month
- Priority Sydney-based support
- Allocated Account Manager
- Training, reports, templates, configuration and workflows
- Ongoing optimisation
- Quarterly Health Check - included within your monthly Managed Support hours
- V3 Optimisation Session - included within your monthly Managed Support hours
- Warehouse App for up to 10 users
- Jobs App for up to 10 users
- Delivery App for up to 10 users
- Additional support at $195/hour + GST
- 10% off additional Freight Hub consignment credits
- Selected Managed Support offers and early access
Compare your support options
All prices below exclude GST. Genuine Tall Emu software faults are not charged under either option.
Support When You Need It
Service or benefitPAYG SupportManaged Support
Hands-on supportPAYG Support: $250/hour; 15-minute incrementsManaged Support: 4 hours included each month
Support queuePAYG Support: PAYG Support queueManaged Support: Priority Sydney-based support
Software faultsPAYG Support: Not chargedManaged Support: Not charged; no hours deducted
Self-service resourcesPAYG Support: Help Centre and training resourcesManaged Support: Help Centre and training resources
Help to Get More From Tall Emu
Service or benefitPAYG SupportManaged Support
Training, reports, templates, configuration and workflowsPAYG Support: Available through PAYG SupportManaged Support: Use your included monthly hours
Account ManagerPAYG Support: Not includedManaged Support: Allocated Account Manager
Ongoing optimisationPAYG Support: Available through PAYG SupportManaged Support: Included
Quarterly Health CheckPAYG Support: Not includedManaged Support: Included within your monthly Managed Support hours
V3 Optimisation SessionPAYG Support: Not includedManaged Support: Included within your monthly Managed Support hours
More Software Included
Service or benefitPAYG SupportManaged Support
Warehouse AppPAYG Support: Available separatelyManaged Support: Up to 10 users included
Jobs AppPAYG Support: Available separatelyManaged Support: Up to 10 users included
Delivery AppPAYG Support: Available separatelyManaged Support: Up to 10 users included
Save As You Grow
Service or benefitPAYG SupportManaged Support
Additional supportPAYG Support: $250/hourManaged Support: $195/hour
Additional Freight Hub consignment creditsPAYG Support: Standard pricingManaged Support: 10% off
Selected offers and early accessPAYG Support: Not includedManaged Support: Selected Managed Support offers and early access
Self-service resources
Find guidance in the Help Centre and our training videos. For hands-on help, choose PAYG Support or Managed Support.
Support questions, answered
What is Managed Support?
Managed Support gives you priority Sydney-based support, an allocated Account Manager, four included hours each month and the additional benefits listed above.
How much does Managed Support cost?
Managed Support costs $399/month + GST per customer. It is an annual agreement, billed quarterly in advance. Prices are in AUD.
What can I use included hours for?
Use your four monthly hours for help with training, reports, templates, configuration and workflows, and getting more from Tall Emu. Your quarterly Health Check and V3 Optimisation Session also use these included monthly hours. Custom development is separate from included support hours.
What if I need more than four hours?
Additional support is $195/hour + GST. We will confirm any additional billable work with you before proceeding.
Do unused hours roll over?
No. Unused hours do not roll over to the next month.
Do I pay to report a software problem?
Genuine Tall Emu system faults and bugs are not charged and are not deducted from your Managed Support hours. Contact Support to report a problem. Training, configuration and help using the software are separate billable support services.
What support is available without Managed Support?
Every customer can use our Help Centre and training resources. Hands-on help is available through PAYG Support at $250/hour + GST, billed in 15-minute increments. Genuine Tall Emu software faults are not charged.
Are Warehouse, Jobs and Delivery Apps included?
Yes. Managed Support includes the Warehouse App, Jobs App and Delivery App for up to 10 users each. Additional app users are charged separately; see Pricing.
Can I upgrade later?
Yes. You can upgrade to Managed Support at any time. Your plan starts from the next billing cycle unless otherwise agreed.
How does cancellation work?
You can cancel at the end of your annual Managed Support period. No refunds are provided for unused time. Contact us to arrange cancellation and read the Managed Support terms.
Want more help from Tall Emu?
Choose ongoing help for your team, or get in touch about a support request.