RollCall

Support Services

Last Updated: March 2026

1. Overview

This Support Services Policy describes the support commitments provided by RollCall Safety Solutions Pty Ltd ("RollCall") to subscribing educational institutions and their authorised users. This policy forms part of the Master Services Agreement and outlines response times, escalation procedures, and service level targets.

2. Support Channels

RollCall provides support through the following channels:

  • Email: support@rollcall.com.au (monitored during business hours)
  • Phone: 1300 821 116 (available during business hours)
  • In-app support: Help centre and support request forms accessible from within the RollCall platform
  • Emergency hotline: Available 24/7 for critical system outages affecting student safety

3. Business Hours

Standard support is available during the following business hours:

  • Australia: Monday to Friday, 7:00 AM to 6:00 PM AEST/AEDT
  • New Zealand: Monday to Friday, 7:00 AM to 6:00 PM NZST/NZDT
  • United Kingdom: Monday to Friday, 7:00 AM to 6:00 PM GMT/BST

Support hours are extended during school term periods to accommodate early morning bus operations. Public holidays in the relevant jurisdiction are excluded.

4. Priority Levels and Response Times

Support requests are categorised into the following priority levels:

Priority 1 — Critical

The platform is completely unavailable, or a critical function affecting student safety is not operational (e.g., real-time tracking failure, NFC system-wide failure).

  • Initial response: Within 1 hour
  • Status updates: Every 2 hours until resolved
  • Target resolution: Within 4 hours
  • Availability: 24/7, including outside business hours

Priority 2 — High

A major feature is impaired but the platform remains operational (e.g., notification delays, reporting errors, individual route display issues).

  • Initial response: Within 4 business hours
  • Status updates: Daily during business hours
  • Target resolution: Within 1 business day

Priority 3 — Medium

A non-critical feature is not working as expected, with a workaround available (e.g., minor display issues, non-urgent configuration requests).

  • Initial response: Within 1 business day
  • Status updates: Every 3 business days
  • Target resolution: Within 5 business days

Priority 4 — Low

General enquiries, feature requests, or cosmetic issues that do not affect functionality.

  • Initial response: Within 2 business days
  • Target resolution: Best efforts, included in product roadmap where applicable

5. Escalation Procedures

If a support request is not being addressed within the expected timeframes, the following escalation path is available:

  • Level 1: Support Team — initial triage and resolution of common issues
  • Level 2: Senior Technical Support — complex technical issues requiring deeper investigation
  • Level 3: Engineering Team — issues requiring code changes or infrastructure modifications
  • Level 4: Management Escalation — for unresolved critical issues, contact your account manager or email management@rollcall.com.au

6. Platform Availability

RollCall targets a platform availability of 99.5% measured on a monthly basis, excluding:

  • Scheduled maintenance windows (communicated at least 48 hours in advance)
  • Maintenance performed outside school operating hours where possible
  • Force majeure events beyond RollCall's reasonable control
  • Issues caused by Customer equipment, networks, or third-party services

7. Scheduled Maintenance

RollCall performs scheduled maintenance to ensure platform reliability and security. Maintenance is typically performed during the following windows:

  • Routine updates: Weekday evenings between 10:00 PM and 6:00 AM (local time)
  • Major updates: Weekends, with at least 5 business days' notice
  • Emergency patches: As required, with as much notice as practicable

8. Onboarding and Training

As part of the initial implementation, RollCall provides:

  • Platform configuration and setup assistance
  • Administrator training sessions (virtual or on-site, as agreed)
  • Driver/supervisor training materials and optional live training sessions
  • Parent communication templates for app rollout
  • Access to the RollCall knowledge base and video tutorials

9. Exclusions

This Support Services Policy does not cover:

  • Issues arising from Customer modifications or integrations not approved by RollCall
  • Support for third-party hardware or software not supplied by RollCall
  • Training for new staff beyond the initial onboarding (available at additional cost)
  • Custom development or feature requests (handled separately under a Statement of Work)

10. Changes to This Policy

RollCall may update this Support Services Policy from time to time. Material changes will be communicated to subscribing institutions at least 30 days in advance. The current version of this policy is always available on our website.

11. Contact

For support enquiries:

Email: support@rollcall.com.au
Phone: 1300 821 116
Address: 1/146-148 Thistlethwaite Street, South Melbourne VIC 3205, Australia