SiteBook Support Policy
Updated over 10 months ago Table of contents
1. Contacting Support.
a. For urgent issues, please phone the support phone line.
b. For all other issues, please email support@sitebook.com.au to create a support
ticket. The support team will get back to you within asap, usually within 24hrs.
c. Support is provided from 9am to 5pm AEST on Australian business days.
2. Information Required in Support Requests.
To ensure that we provide the best support in a timely manner, we request that you include the following information in your email:
a. Screen print: Attach a full screen print showing URL and date/time.
b. Who: Full name of person logged-In
c. When: Date & Time of the issue
d. App: WebApp, Android or, iOS and version number
e. Site Name: Name of the site, Job, or template
f. Description of your request or question.
3. Champion User.
a. SiteBook provides support to a nominated “Champion User” or “Primary User” within
the subscriber’s business.
b. The Primary support person within your business is expected to be technically
capable of providing support to:
i. Other users within your business.
ii. Your Trades and Suppliers.
c. Site Managers/Site Supervisors are expected to provide assistance to Trades on-site on:
i. how to download and install the app.
ii. how to scan a QR-Code for inductions and/or attendance.
4. General Support
a. As part of your subscription, we allow for a small amount of support time, for:
i. Assistance with Logins and passwords.
ii. Technical issues experienced when using SiteBook.
iii. Updating User permissions and or subscriptions.
b. As part of your Initial Account setup and Training where we provide a Quote.
5. Business Specific Support
a. We also provide “Business Specific Support”. Please note that there may be a fee to provide this service after your monthly support allocation is exhausted.
Examples include:
i. Additional Training after initial onboarding.
ii. Configuring document templates and merge fields.
iii. Configuring SWMS Templates and Check List Templates.
iv. Configuring Scheduling Templates and Finance Templates.
v. Attending meetings.
vi. Software change requests assessments.
6. Geofence Support Policy
a. Where Geofencing is required on a site, then the business is responsible for
providing trained staff/supervisors to assist Trades with setup and configuration on
their mobile devices.
b. SiteBook does not provide Support for Geofencing issues for individual devices, due
to the large number of factors that can cause issues on an individual mobile device,
including but is not limited to:
i. The age of the mobile device. GPS does not work well on older devices.
ii. The User granting permissions to the app to use Geofencing.
iii. The User turning off permission after a period of time (e.g. a popup
appears after 7 days on an iPhone).
iv. The location and reception of wireless network signals.
7. Changes Requests
a. When SiteBook receives a request to change the software, that cannot be archived by configuration alone, then our staff will advise that a Change Request is required. Please refer to our change request process.
8. Fair Use Policy
a. SiteBook support is provided with the assumption of “Acceptable Use” or “Fair Use”. We may, at our discretion, review a subscription where we feel Acceptable Use has been exceeded. Examples include:
i. Uploading a large number of documents or photos.
ii. Excessive SMS use.
iii. Shared Logins
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