terms of support

Caretaker is a growing product, with changes being made on a regular basis to ensure that it remains at the forefront of simplicity and current technology. We regularly use remote login technology to provide support services to our clients and ensure that the software is operationally sound. The Caretaker team are totally committed your user experience and that each user is fully satisfied with the product and gets the most from it. We want to provide you with the comfort of knowing that you can benefit from the continual development that occurs, so that your software always remains current. With this in mind, please offer us feedback and insights into what would make your experience better as this helps us deliver a better product at each and every upgrade.

What Hours are covered? When purchasing the Caretaker Software we offer support via phone or email, between the hours of 9am to 5pm Monday to Friday (Melbourne time).

What’s included? Support offers unlimited phone or email support during the hours of 9am to 5pm (Melbourne time) to keep your property operational. All upgrades and enhancements to Caretaker and the Caretaker Database Server, online tuition and videos to assist with staff training and competence.

Please be aware that our support plans are based on Australia Eastern Standard Time. Emails sent after hours will be replied to during the next working day. Phone calls after hours will be returned the next morning.

What is not included? Technical support is limited to the Caretaker software and its regular, intended use. InnQuest Australia Pty Ltd will not support any part of the software if any tampering, changes or alterations are made to database files or structures. The software's intended use includes, but is not limited to, only one installation location (per PC in networked environments) and being run on equipment that meet the minimum requirements. We do not provide support for any computer equipment, peripherals, networks, operating systems, Microsoft Windows or other software. You are responsible for the regular safety and security of your computers, software and the Caretaker database files by doing regular and tested backups.

How do I reach Support? Phone support is available via our office number +613 97281544 during the hours of your chosen support package. If the lines are busy or you are calling outside office hours, you will be given the option to leave a message. Optionally, you can send us click here, and we will usually respond the same day. Please note that emails and faxes are not treated as urgent, and will be attended to in due course. To email for support, please click here