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Customer Support Policy

Table of Contents


Overview 

  • For customer support, use the Knowledge Base to find the answer immediately or if you need further help with CartonCloud, contact our Service Desk team.  

  • Free online customer support for common or basic queries is part of your CartonCloud subscription.

  • This is subject to the fair use policy (below) so we can support as many customers as possible, as effectively as possible.

  • Paid support time with our team is available for more complex and detailed queries specific to your account. 
  • You can contact us in the same way for both free and paid support (below). We will always let you know if a paid support call is required. 

  • For urgent issues, we offer a call back service. Simply call, leave a voicemail and we will get back to you ASAP. 

This applies to support queries related to both the CartonCloud software and integrations to the CartonCloud software that have been created or managed by the CartonCloud team. 
 

Contact support

  • Click New Ticket.
  • Enter your Email address
  • Enter the Subject of the issue or query.
  • Describe the issue or query you are experiencing in the Ticket Description box.
  • Upload a relevant file if necessary.
  • Click Submit. 

Alternatively, simply send an email to support@cartoncloud.com.au and provide as much relevant information as possible. Here is a guide for providing useful information that will give our team the best chance of getting to a resolution quickly.


How CartonCloud customer support works

  • CartonCloud supports users in several ways, including extensive support articles, tutorial videos and online support. 
  • Search the Knowledge Base for the information you need instantly without having to wait for a response from our team.
  • If you can't find an article that answers your question, lodge a ticket via CartonCloud Help here. 
  • CartonCloud provides free online support to all subscribers, subject to our fair use policy. Any user within an organisation can Contact Support, however, CartonCloud support is available to CartonCloud tenants only.
  • You can view and manage the support tickets you have raised via the CartonCloud Help Portal.
  • When you contact us, we direct your request to the team best suited to answer your question and make sure they have all the necessary information to help you. 
  • For urgent issues, we offer a phone back service. Call your local number at Contact Us and follow the prompts to leave a voicemail that will go through to the next available support agent. 
  • Using the CartonCloud Help Portal, support email and phone number rather than individual contact's emails and phone numbers will ensure a better outcome for you. All of the support channels are monitored by multiple staff during business hours and will mean a faster response from the team most equipped to assist. 
  • For requests that require detailed explanations relating to your account specifically or tailored advice for how best to configure settings for your operation, we may need to schedule a paid support call with the most appropriate team member (details below). 
  • You can contact us in the same way for both free and paid support. We will always let you know if a paid support call is required prior to booking anything in or charging you. 


Free online support fair use policy

Free online support is intended to provide answers and resolutions for common or basic queries or to respond to any suspected bugs or issues with the system. This free online support is not intended for detailed questions that require an in-depth understanding of your particular use ticket or existing implementation. This would reduce our ability to respond to all of the support requests in a timely manner, but also in us providing potentially incomplete or incorrect information for the operational queries. Free online support can help explain functionality and processes in a general manner and help with basic troubleshooting. 

For requests that require detailed explanations relating to your account specifically or tailored advice for how best to configure settings for your operation, we may need to schedule a paid support call with the most appropriate team member from our Customer Success team. This will ensure the best outcome for you and that your request can be fully resolved. Where a ticket falls into this category, our Service Desk team will let you know and arrange for a call to be booked at the next suitable opportunity. These calls are billable as per the Paid Support, Training and Project Management rates found here. If you would like to book a paid support call, you can Contact Support in the same way as above and we will arrange for a session with the most appropriate person from our team.  

Fair use also applies to the frequency and volume of tickets raised by an organisation. If an organisation raises an excessive number of tickets in a given period, our support team will communicate this with the primary contacts at that organisation and arrange for further support tickets to be handled in a paid support call (subject to the same charges as above). 

Fair use does not apply to bugs or issues with the system. 

Below are some examples of Free vs Paid support queries:

Free Paid
How do I create a new sales order? Can you design a custom workflow for our multi-warehouse 3PL operation?
Why is this pick showing an error message? Can you review and optimise our Picking and Replenishment configuration?
Where do I update a customer’s address details? Can you create and upload a full list of Warehouse Locations for us?
We think we’ve found a bug — can you investigate? Can you assist with building out a complete set of Income Zone Sets configurations?

 


Before you contact support

If you have a customer support query, we recommend searching the Knowledge Base for immediate answers to your questions before you Contact Support.

If you’re unable to CartonCloud, noticing slow performance, or observing unexpected behaviour in the system, please try the following steps to help resolve the issue:

  • If you are using the web application, ensure that you are using the latest version of Google Chrome as your web browser.
  • If you are using the mobile application, please ensure that you have the latest version of the CartonCloud application. For best performance, we also recommend updating to the latest version of Android or iOS available for your device.
  • Clear your web browser's cookies and cache. This removes old data and allows your browser to perform better, which might resolve the issue.
  • Check our System Status page to see if CartonCloud is experiencing any system issues.