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Tall Emu CRM
Tall Emu CRM
Call sales today AU: 02 9299 9959 NZ: +61 2 9299 9959

Tall Emu CRM

Tall Emu CRM Support – Terms and Conditions

1. Overview
These Terms and Conditions govern the support services provided by Tall Emu CRM (“Tall Emu”, “we”, “us”, “our”). By using our support services, you agree to these terms. Customers may upgrade from free support to Managed Support at any time. All pricing is quoted here in Australian dollars and is quoted excluding GST.

These terms do not override our standard subscription licence agreement but are an addendum relating specifically to CRM support.

 

2. Standard Support

Service Inclusions: (as per standard subscription licence agreement)

  • Access to the Tall Emu CRM video training library
  • Pay-as-you-go assistance billed at $250 per hour (pro rata, minimum 15 minutes) for:
    • Training
    • Templates
    • Report writing
    • Other support as required

Service Exclusions:

  • Phone support (however, the Tall Emu support team may call customers on a case-by-case basis)
  • Custom development work (charged at $195 per hour, minimum 8 hours)
  • Onsite visits (pricing varies based on requirements and travel needed)
  • Priority assistance (only available with Managed Support (fee))

 

3. Managed Support (Paid Subscription)

Service Inclusions:

  • Up to 4 hours of support and training per month
  • Allocated Account Manager for support requests (note: customers will be allocated an Account Manager by Tall Emu’s Head of Support. Account Managers will be the usual first point of contact. However, to ensure timely responses to support requests, we may need to delegate the task or ticket to other support team members).
  • Priority access to help desk support
  • Phone support for urgent issues or follow-up on logged tasks
  • CRM consultation to discuss business needs and solutions
  • Reduced rate of $195 per additional support hour (standard rate: $250 per hour)
  • Development work is $195 per hour, minimum 8 hours
  • Inclusions as listed on Support Pricing page

Service Exclusions:

  • Custom development work (billed separately with a Managed Support benefit of 10% discount of the standard rate of $195 per hour, minimum 8 hours)
  • Onsite visits (pricing varies based on requirements and travel needed)
  • Support beyond the included 4 hours per month (billed at the reduced rate of $195/hour (standard rate is $250/hour))

 

4. Subscription and Payment

  • Managed Support is $399 + GST per month, billed quarterly in advance
  • An annual pre-payment option is available at a 20% discount.
  • Payments are non-refundable.
  • Additional support hours beyond the 4 included Managed Support hours are billed at $195/hour + GST.
  • Standard Support is free, however, for any billable help tasks, this work will be billed at $250/hour + GST. We will advise customers prior to commencing work and will only commence once written approval is received from the customer’s key contact.

 

5. Support Hours and Response Times

  • Support is available during our standard business hours (AEST/AEDT business days, 9:00 AM – 5:00 PM).
  • We prioritise Managed Support requests over Standard (Free) Support requests and endeavour to respond to Managed Support requests and tickets within 1 business day. Standard Support response time is 2-3 business days for non-urgent requests.

 

6. Unused Support Hours

  • Unused support hours in the Managed Support plan do not roll over to the next month.
  • Hours must be used within the billing period.

 

7. Upgrading from Free to Managed Support

  • Customers using Standard (Free) Support can upgrade to Managed Support at any time.
  • The Managed Support plan will begin from the next billing cycle unless otherwise agreed.
  • Once upgraded, Managed Support terms apply.

 

8. Cancellation and Changes

  • Managed Support can be cancelled at the end the annual Managed Support period. No refunds are provided for unused time.
  • Changes to your subscription (e.g., upgrading to annual billing) must be requested in writing.

 

9. Fair Use Policy

  • Support services are provided in good faith and are intended for reasonable use.
  • Tall Emu reserves the right to refuse support requests that are excessive, unreasonable, or outside the scope of the service.

 

10. Liability and Limitation

  • Tall Emu is not responsible for any loss, damage, or business interruption resulting from the use or inability to use our services.
  • Managed Support does not guarantee resolution of all issues within a specific timeframe, though we will make every effort to assist customers promptly.

 

11. Amendments to Terms

  • Tall Emu reserves the right to update or modify these terms with notice.
  • Continued use of support services after changes indicates acceptance of the revised terms.

 

For any questions regarding support, please contact us at [email protected]

 

 

Last updated: 16 July 2025

 

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