Earlier this year, we introduced new, fairer support plans; whereby the monthly subscription amount is based on the number of licences held by a customer, rather than it being the same flat fee for all. Since then, we’ve slowly been moving customers with expiring ActiveCare over, and in time, all our customers will be moved across to these new plans.

With change comes unsettledness! We are aware that there are some differences to the new plans, mostly with Basic Assist, which has caused some confusion for a few of our customers. This plan was introduced to provide customers with a more cost-effective, lower-priority email-only support option. Several customers made the decision to move from ActiveCare (equivalent to new Premium Assist) to Basic Assist. Unfortunately, for these customers the change to a less expensive package means they now receive a lower level of support compared to that which they received on ActiveCare. To avoid further misunderstanding, we thought we’d outline our three support plans:

 

Premium Assist (Recommended)

  • Provided as a monthly subscription to Mobileezy Enterprise users, if requested
  • Includes priority telephone and email support for Mobileezy software
  • Ongoing connectivity updates to accounting software when the accounting software is upgraded
  • Access to free Mobileezy software updates (version 7.0 or greater)*
  • Access to the rental handheld and printer library should you require a loan device with a 20% discount.

Basic Assist

  • Included as part of all Mobileezy Sole Trader, Small Business and Small Business with Stock and Mobileezy Enterprise subscription packages
  • Provides email-only support for Mobileezy software
  • Ongoing connectivity updates to accounting software when the accounting software is upgraded
  • Access to free Mobileezy software updates (version 7.0 or greater)*
  • Access to the rental handheld and printer library should you require a short term rental.

On Demand

  • Per incident telephone support for customers on Basic Assist or those with no support plan
  • For customers who do not want a monthly support plan
  • For customers that only require ad hoc support every so often, and prefer to speak with a technical support representative rather than use online resources
  • Does not provide access to software upgrades.

Mobileezy Sole Trader, Small Business and Small Business with Stock users can take advantage of our On Demand service or upgrade to Premium Assist at an additional fee should they wish to speak directly to our support team. 

* Please note that deployment or redeployment costs may be applicable for upgrades.

If you’re unsure about which plan you are on or wish to upgrade to a higher plan, please don’t hesitate to contact us on +61 (0) 3 9548 9114.