Service Charter
At Timing Solutions, we are committed to delivering reliable, responsive, and high-quality support services to our partners and users. This Service Charter outlines who we support, how incidents are prioritised, and the service levels you can expect.
🌐 Start Here: Support Portal
In the first instance, Timing Solutions provides a Support Portal accessible to all users. The portal includes:
- Step-by-step support articles with screenshots
- Guidance organised by product and system
- Tips for common issues
Visit the portal here: https://support.timingsolutions.com.au.
👥 Who is covered by this Service Charter
🏛️ State Associations (Licensees)
Primary point of contact for system queries.
States should contact Timing Solutions directly when systems are not operating as expected.
📍 Affiliated Centres
Centres should first work with their State Association to answer system related queries.
If the State is unable to replicate or resolve an issue, it can then be escalated to Timing Solutions.
👨👩👧 Athletes & Families
Families should contact their Centre in the first instance.
Direct contact with Timing Solutions is only recommended for issues specifically related to their Family Portal.
Incident Types & Priority
| Type | Description | Contact |
|---|---|---|
| 🔴 Critical Incident | Major disruption impacting many users, critical deadlines, or system operations with no workaround (e.g., ResultsHQ down, data breach etc). | Email support@timingsolutions.com.au and call 1300 954 487 (voicemail if unanswered) |
| 🟡 Standard Incident | Minor disruption affecting few users, temporary workaround available. | Same as above |
| 🟢 Service Request | Information, advice, or access request; minimal operational impact. | Email support@timingsolutions.com.au |
Response & Resolution Times
SLA Matrix
| Service Type | Service Hours AEST | Response Time | Resolution Time |
|---|---|---|---|
| 🔴 Critical | Mon–Thu: 9am–6pm Fri: 9am–9pm Sat–Sun: 8am–3pm |
<1 Service Hour | <4 Service Hours |
| 🟡 Standard | Mon–Fri: 9am–5pm Sat: 8am–12pm |
<2 Business Days | <3 Business Days |
| 🟢 Service Request | Mon–Fri: 9am–5pm | <3 Business Days | Dependent upon request |
Business Days: Mon–Fri, 9am–5pm AEST
Service Hours for Critical Incidents: as above
System-Specific Guidance
| System / Issue | Severity | Guidance |
|---|---|---|
| ResultsHQ Down (Web/Server) | 🔴 Critical | Contact support immediately (email and phone) |
| Data Breach | 🔴 Critical | Contact support immediately (email and phone) |
| Gates Not Working | 🟡 Standard | Use RaceHQ manually on laptop |
| ResultsHQ Centre Admin Down | 🔴 Critical | Contact support immediately (email and phone) - Should not occur (shared resources) |
| Mobile App / Results Entry | 🟡 Standard | Use web on laptop or paper and import later |
| RaceHQ Feature Issue | 🟡 Standard | Revert to older version |
| Startline / Marshalling Athletes | 🟡 Standard | Can be done manually |
| RaceHQ secondary race timer issues | 🟡 Standard | Revert to older version |
Special Events
Notify support@timingsolutions.com.au at least 3 weeks in advance for high-priority events.
Special support may include system configuration, critical support availability (<30 min response), or on-site assistance (cost applies).
Notes
Resolution requiring development changes assessed case-by-case.
Timing Solutions may defer work affecting other customers.
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