CAQA Labs support channels, response categories, maintenance windows and service limitations.
This page explains how support works for CAQA Labs, the virtual lab environments service of CAQA Groups and a Career Calling International Pty Ltd initiative: who can raise requests, the channels available, how issues are categorised, the response times we work to, when maintenance happens and what sits outside the support service. Specific service levels agreed with an individual client in a service agreement prevail over this page to the extent of any difference.
Support is provided to the organisations that subscribe to CAQA Labs - education providers, TAFEs, universities, enterprises and government bodies - through the administrators and trainer contacts they nominate. Learners using a lab as part of a course should raise problems with their own training provider first; the provider's nominated contacts then raise them with us. Visitors to this website who have questions about our services can contact us through the same channels at any time.
Requests can be raised by email to info@caqa.com.au, by phone on 1800 266 160 or 03 8103 8000, or through our contact page. Standard support hours are Monday to Friday, 9 am to 5 pm Melbourne time, excluding Victorian public holidays. Arrangements for after-hours cover during scheduled assessments or intensive delivery periods can be agreed in advance as part of your subscription.
Each request is triaged into one of four severity categories, and we work to the following target response times within support hours:
Targets are response commitments, not guaranteed resolution times; resolution depends on the nature of the fault. We will keep your nominated contact informed until the issue is closed.
Planned maintenance is scheduled outside ordinary training hours where practicable, and nominated administrators are notified in advance of any window expected to interrupt access. Emergency maintenance - for example to patch a security vulnerability - may occur at shorter notice; we notify administrators as soon as reasonably possible and keep interruptions as brief as we can. Environments are monitored so that many faults are detected and addressed before they are reported.
Support covers the CAQA Labs platform and the environments we provision. It does not cover client-side networks, devices, firewalls or identity providers; third-party software faults beyond the configuration we control; content or configurations a client built or modified against our advice; issues caused by breaches of the Acceptable Use Policy; or general IT support for a client's own systems. Meeting the Technical Requirements is the client's responsibility, and time spent diagnosing issues that turn out to be client-side may be billable where your agreement says so.
If you believe a request has not been handled within these targets, or you are dissatisfied with the outcome, ask for the matter to be escalated in your existing ticket or raise it through our contact page. Escalations are reviewed by a manager not involved in the original response. No fees are payable for raising a support request or a complaint; support is included in your subscription as described in our Subscription Terms, and no payments are taken through this website.
Questions about this policy, or anything it covers, can be sent to info@caqa.com.au, raised by phone on 1800 266 160 (or 03 8103 8000), or submitted through our contact page. We respond to most enquiries within two business days.
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