EnrolNow Support Charter

At EnrolNow, we are committed to delivering responsive, respectful, and helpful support as part of your subscription — at no additional cost. This Support Charter outlines what you can expect from us, how we work with you, and, for clarity and comfort, where the boundaries of our support services lie.

Our Support Model

Our goal is to ensure you get the most from our platform. We take pride in offering human support — locally based without hidden fees. Our promise is to treat your time with respect, your issues with care, and your team as a valued partner in success.

Our Team

Our Client Success Team is made up of experienced professionals with deep knowledge of our platform and the nuanced requirements of the kindergarten sector. We are product specialists, listeners, and problem-solvers.

Our support team is small but mighty — a dedicated group of professionals who bring a blend of expertise, responsiveness, and a personal touch to every interaction. Our team includes:

• Director of Customer Success overseeing client success and strategy
• Client Engagement Lead focused on building strong, ongoing partnerships with our enterprise clients
• Client Success Lead who are hands-on with troubleshooting, onboarding, and system setup

You can speak to any of us directly, whether it's over the phone or through a support ticket. We don’t operate in silos: all incoming queries are reviewed and actioned by the team member best placed to respond quickly and effectively.

Whether it's a quick question, a complex implementation, or a platform issue, we’re here to help — and you’ll always be dealing with someone who knows the system and understands your needs.

Nominating a Key Operational Contact

To ensure smooth communication and efficient support, we ask each organisation to nominate one key operational contact to act as the primary liaison with our Customer Success Team.

This contact will:

• Centralise communication between your team and ours
• Help prioritise and coordinate requests
• Reduce duplication and ensure clarity across all parties

We’re happy to work with other members of your team as needed, but having a single point of contact helps us support you more effectively.

Our Support Systems

Support Articles

Users can access a knowledge base of help articles from within the EnrolNow portal, with visual prompts, videos, instructions and explanations.

We know your time is valuable, and sometimes the fastest way to get answers is to find them yourself. That’s why we invest in clear, practical help articles and step-by-step videos — available 24/7. They’re designed to help you:

• Solve common issues quickly
• Learn at your own pace
• Empower your broader team without needing to escalate
• Stay confident when navigating new or updated features

But make no mistake: our help resources are here to support, not replace, our people. Sometimes a situation is too complex, too urgent, or just too frustrating for a self-guided approach — and that’s completely okay. When you need real help from a real person, we’re right here.

Our philosophy? Use help articles when you can, reach out when you need — we’re proud to support both.

Support System

To ensure the fastest and most consistent service, please submit a ticket via EnrolNow Support using the Support tab in EnrolNow or via your EnrolNow Support portal.

This system ensures:

• Shared Visibility: Your request is instantly accessible to our full support team, so anyone can assist.
• Continuity & Context: All conversations are logged, giving us a complete record of your history and the context needed to provide accurate, informed help.
• Faster Response Times: Centralising requests allows us to triage and prioritise efficiently, ensuring nothing is missed or delayed.

All emails sent to support are automatically logged in our support ticketing system, powered by Freshdesk.

Here’s how the process works:

• Ticket Creation: Every email receives a unique ticket number and is assigned a priority level based on its content.
• Prioritisation: Ticket priority determines the response timeframe, as outlined in the EnrolNow Customer Commitment.
• Visibility: As part of your onboarding, you'll receive access to your own support portal, where you can view, track, and manage the status of your tickets at any time.

This system ensures transparency, continuity, and timely support — whether it's a quick question or a complex request, all requests should be sent to support@enrolnow.com.au.

Support Contact

We have multiple ways our clients can access support:

Understanding Our Service Commitment

This section is designed to clarify our approach, manage expectations and provide transparency around our commitments. A shared understanding ensures we set the foundation for a smooth and collaborative experience.

From standard configurations to more complex customisations, understanding these elements will help clarify what’s included, what may require additional scoping, and how we partner with you throughout.

Customisation v Configuration

At EnrolNow, we’re a Software as a Service (SaaS) company committed to evolving with your needs. We’re here to support a wide range of tweaks, updates, and enhancements to your system.

We recognise the importance of distinguishing between straightforward configurations, which are typically expected and supported as part of our service, and larger-scale customisations or developments, which may need to be understood and assessed before EnrolNow can commit to a possible approach.

This diagram may assist to outline the EnrolNow approach to categorise our response. 

What you can do in the system vs what you need us to do

It's helpful to know what you are able to do yourself in your EnrolNow system — granted this may sometimes mean looking at help articles or asking for support assistance the first time. But being a SaaS product, there are some aspects that will always need to be supported by EnrolNow. Here are some examples:

Testing

Testing is a critical part of any software solution, especially as systems evolve and changes are introduced. While the EnrolNow Customer Success Team will always test the changes we deliver to your system, it is equally important that you, as the customer, conduct your own testing.

Customer testing ensures your expectations and outcomes are validated from your perspective, helping catch any issues before changes are made live to families.

To support this process, we recommend creating and using a test child profile in your system. This allows you to thoroughly test tasks such as sending emails, submitting forms, making allocations, etc., gaining more confidence without impacting real data.

Together, this shared approach to testing helps ensure a smooth, bug-free experience for your team and the families you support.

Training

EnrolNow is committed to ensuring that our customers not only have access to powerful software but also the knowledge and confidence to use it effectively. Training is a core part of our service commitment and is included as part of the onboarding and implementation process at no additional cost.

We provide:

• Initial training sessions tailored to your organisation’s needs, ensuring staff understand system functionality and day-to-day processes
• Guides and resources to support learning and provide reference material for future use, via our help centre and often recorded videos

Our goal is to empower your team to use EnrolNow with confidence, reduce reliance on support for routine tasks, and maximise the value of the platform for your organisation.

Additional Training

If your organisation requires further or refresher training beyond the standard inclusions, this can be arranged subject to our team availability. Please contact our Director of Customer Success to discuss your requirements.

Additional training may incur a cost, and we will provide a quote prior to scheduling.

Our Commitment

The EnrolNow commitment is to provide our customers with the best user experience. We believe great customer support, informed responses and agile execution are key.

EnrolNow adopts agile methodologies to ensure we deliver ongoing system enhancements and iterations — almost always in response to either customer requests and feedback or changing industry requirements.

Support Tickets

All requests are tracked and ticketed through our support ticketing system. Classifications help to prioritise and schedule managing the incoming requests.

The framework below is indicative to help manage expectations. Please allow plenty of time for our team to support you. Creating realistic deadlines and lead times is critical for an effective support partnership.

• It is not always possible for us to turn around responses on the same day or within the indicative SLAs.
• All tickets default to a Medium priority status.
• The triage manager will assess each ticket and adjust as required.
• A ticket will re-open after a predetermined amount of time if it is set to pending.

Projects

From time to time there will be mini or large projects outside the usual day-to-day management and support requirements.

In these cases, EnrolNow will run our usual project approach to understand the requirements, scope the work, and communicate the recommended system solution. A quote will be provided with associated timeframes for approval before commencing the work.

Data Uploads

For both Initial Implementation & Annual Council Allocations

For services that receive child placement lists from their council each year:

• EnrolNow will perform one bulk upload each year.
• Any additional (ad hoc or late) allocations can be added directly into your system using the “Add Child” tab.
• Please allow up to 5 business days for processing uploads.
• Advance scheduling of uploads is appreciated and helps us ensure timely processing.

Issue & Error Resolution

EnrolNow is committed to maintaining the reliability and performance of our software. We recognise that errors or unexpected issues may occur from time to time, and we have defined processes in place to ensure they are managed and resolved in a timely manner.

Our error resolution framework outlines how incidents are reported, prioritised, and addressed according to their severity and impact, ensuring minimal disruption to your operations.

Customer Responsibilities

To assist EnrolNow in diagnosing and resolving issues efficiently, we will often ask you to:

• Provide detailed error information including error messages, steps to reproduce the issue, and any observed patterns.
• Supply supporting materials such as screenshots, logs, or files where applicable.
• Apply recommended workarounds or interim solutions provided by EnrolNow to minimise disruption.

Exclusions

The following are outside the scope of EnrolNow’s error resolution commitments:

• Issues caused by third-party software, systems, or integrations not supported or managed by EnrolNow.
• Errors arising from customer-managed infrastructure, including internet connectivity, network configuration, or hardware failures.
• Problems resulting from unauthorised customisations or modifications to the software.
• Situations where the customer does not provide the required information, access, or testing support necessary to progress resolution.