We know when you rely on assistive technology you want it to work!
You need it to work for you and to do what you want it to do!
Who is available to assist with your software or equipment if you have a question or a problem?
Small questions or problems can become magnified if there is no-one to help or you don’t have the time to search for a solution yourself.
Level 1 support is included with purchase of Zyteq’s devices.
The scope of Level 1 support is:
A Fair Use policy is in place which refers to the guidelines above and respecting the scope of the Level 1 support. Level 1 support for devices in the "light tech" category (e.g. single message devices/single selection device, mechanical switches) would qualify for a lower amount of Level 1 support than the high tech devices such as Grid Pads. Unfair Use would be continued attempts to use of Level 1 support outside the scope.
1. Receive expert support and assistance provided by your team at Zyteq.
2. Choose your preferred level of support.
3. Know who to call for all your questions or problems.
4. Access support after business hours
5. Add a support plan to new or re-issued equipment to get the most out of it.
6. Save time, reduce frustration and ensure smooth operation.
It is very exciting to hear about our customers' success achieved through our support sessions.
Our support is especially for Zyteq customers with products purchased directly from us.
You may choose to add these plans to a device, system or software at the time of purchase
Premium plan support is generally funded in NDIS plans using capital line item 05_702288440_0124_1_2 Programming/Customisation Of Electronic Equipment
Please head to this web page with the purchase options.
Plan Item / Type |
Single Session |
Essential |
Essential |
Enhanced |
Comprehensive |
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Monthly cost | N/A |
$303.33 Complimentary with high tech AAC devices.(One per device) |
$123.75 | $312.50 | $1187.50 |
TOTAL | $245 per session - business hours $285 per session - after hours |
$910 | $1485 | $3750 | $14250 |
This plan for... | Anyone needing help with our software and/or hardware. Ideal for a "how to..." training session. Available for "after-hours" assistance. | Anyone wanting help to set-up and start with a new system, or for a block of assistance for a planned change, development or new set-up.Ideal for re-issued software devices or systems. | Anyone wanting "peace of mind" to know help can be accessed as required. | Anyone wanting "peace of mind" to know help can be accessed as required, with a few extras and longer hours. | Anyone wanting "peace of mind" to access a wide range of support, training, and maintenance to assure the ongoing smooth implementation of your Assistive Technology. |
Response time | Within 2 business days | Within 2 business days | Within 2 business days | Same business day | Same day |
Appointment time-line | Within 1-5 business days | Within 1-5 business days | Within 1-5 business days | Within 1-5 business days | Within 1-2 business days |
Hours available | Business hours and after hours | Business hours | Business hours | Extended business hours (8:00 am to 8:00 pm) |
Extended business hours |
Resolution aim | 75% of issue resolved within 5 business days. | 75% of issues resolved within 5 business days. | 75% of issues resolved within 5 business days. | 90% of issues resolved within 5 business days. | 90% of issues resolved within 2 business days. |
Email "tips & tricks" for your system or software | YES | YES | YES | ||
Email alerts for updates and upgrade options | YES | YES | YES | ||
Monthly remote "health" check of your system | YES | ||||
Store your back-up vocabulary or grid set. | YES | ||||
Pick-up your system for repair. | YES (business days only) | ||||
Replacement device or system | YES (despatched business days only) | ||||
Repair service | Additional cost for labour, parts, handling and freight. | Additional cost for labour, parts, handling and freight. | Additional cost for labour, parts, handling and freight. | Additional cost for labour, parts, handling and freight. | Additional cost for labour, parts, and handling. (1 set of batteries included and replacement for damaged charger) |
Discount for consecutive years of plan and other deals | 15% discount for year 2, further 10% for year 3. | ||||
Hardware service | Includes 1 set of replacement batteries per contract. Includes 1 replacement charger per contract. |
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Number of devices/systems covered | ONE | ONE | ONE | Up to 2 | Up to 3 |
Pre-agreement inspection of device or system | Hardware only: if plan is applied to re-issued device or later in the life of the device (i.e. not new). | Hardware only: if plan is applied to re-issued device or later in the life of the device (i.e. not new). | Hardware only: if plan is applied to re-issued device or later in the life of the device (i.e. not new). | Hardware only: if plan is applied to re-issued device or later in the life of the device (i.e. not new). | |
Ideal for: |
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How to purchase: | Purchase and pay-online | Pre-pay online for the next 3 months, or include on your funding submission or Purchase Order. | Pre-pay online for the next 12 months, or include on your funding submission or Purchase Order. | Pre-pay online for the next 12 months, or include on your funding submission or Purchase Order. | Pre-pay online for the next 12 months, or include on your funding submission or Purchase Order. |
Transfer to new owner: | If within 6 months of one year agreement, this plan is transferable. Pre-inspection of system required. | If within 7 months of one year agreement, this plan is transferable. Pre-inspection of system required. | |||
Attendance at Zyteq events | Invitations to attend Zyteq training, information sessions and relevant events will be provided for up to 2 people associated with the Plan for complimentary attendance. (Subject to availability). | ||||
Special rates for Grid, page set design & edit services | 20% discount | 20% discount | |||
Costed at (but not limited to):
(in reation to Fair Use Policy)
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Single session with remote session of up to 45 minutes + 15 minutes follow-up instructions or resources. | 4 sessions: 1 x Introductory session + 3 sessions; each up to 45 minutes + 15 minutes follow-up instructions or resources. Expires at 3 months or 4 sessions whichever comes first. | 13 sessions: 1 x Introductory session + 12 sessions; each up to 45 minutes + 15 minutes follow-up instructions or resources. Expires at 12 months or 13 sessions whichever comes first. | Up to 3 events per month each with remote session of up to 45 minutes + 15 minutes follow-up instructions or resources. | Up to 8 events per month each with remote session of 45 minutes + 15 minutes follow-up instructions or resources. |
Part Code | Part Name / Description | Price | GST | |
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PREMIUM SUPPORT - SINGLE SESSION | ||||
PP-ES |
Premium Support Session - per session - Business Hours
Premium Support Session - business hours. Please do not pay before you have booked your videocall appointment. |
$245 | $0.00 | |
PP-ES-AH |
Premium Support Session - per session - After Hours
Premium Support Session - After Hours. Please do not pay before you have secured a remote appointment. |
$285 | $0.00 | |
PREMIUM SUPPORT PLANS - 3 months or 12 months | ||||
PP-E3 |
Premium Support Plan - Essential 3 months
Premium Support Plan - Essential 3 months. Pre-pay online for the next 3 months, or include on your funding submission or Purchase Order, by adding to your QUOTE. |
$910 | $0.00 | |
PP-E12 |
Premium Support Plan - Essential 12 months
Premium Support Plan - Essential 12 months. Pre-pay online for the next 12 months, or include on your funding submission or Purchase Order, by including in your QUOTE. |
$1485 | $0.00 | |
PP-ENH12 |
Premium Plan - Enhanced 12 months
Premium Plan - Enhanced 12 months. Pre-pay online for the next 12 months, or include on your funding submission or Purchase Order, by including in your QUOTE. |
$3750 | $0.00 | |
Design, Edit and Customise Layouts | ||||
ZRS-DEC |
Editing Service
Zyteq remote editing service. Design, Edit and Customising settings for Grid 3 or Mind Express 5 - per hour. Including pre-service consult and agreement. |
$165 | $0.00 |