Our team is committed to providing a great product and services for all clients, partners, and users.

We provide a range of included services and self-service options to ensure that users get the most out of Donesafe, while also offering additional services at cost. Common examples are outlined below.

Further details of included self-service and additional services are provided below.

Donesafe clients have access to an online self-service portal for requesting support, change requests, and training requests.

Donesafe offers an extensive range of ‘How To Guides’ to support users on how to navigate and design features. How To Guides are accessible through Customer Hub. Guides are grouped by topic and can be searched using keywords.

Our friendly support team are here to help with any general support, which includes troubleshooting as well as assisting with any bugs or technical issues.

Support covers:

Users can access support during business hours via customer hub (online support portal). If you do not have a Customer Hub account, please contact us to arrange this via support@donesafe.com

Support Hours: Unless otherwise agreed, support hours are 9am to 5pm AEST, Monday to Friday.

We ensure users are competent in core functionality by offering basic training videos and in-system guidance for self-directed learning. Training videos are generic in nature and related to standard Donesafe features. The videos do not reflect your unique configuration.

Note: During implementation, your project team will learn the specifics of your account through co-building. Additional training that is unique to your account can be requested at cost.

Innovation is front of mind at Donesafe, which means ongoing feature releases. Releases may include enhancements, UI/UX changes, or new features. Clients in a multi-tenanted environment will receive the releases automatically, while clients in a single-tenant environment may opt to receive the release in a test environment where users can review and accept the features.

NOTE: Users must have successfully completed the Donesafe Admin training to support self-service configuration.

Donesafe is a highly flexible and configurable system, allowing technical Admins to design and build relevant modules to align with your business requirements.

Examples of self-service build and configuration include:

Our initiative and user-friendly system allows Admin Users to manage key areas of the system through self-service. Approved Admins can make changes easily and promptly.

Examples of Self-Service include:

Administrative Users have the ability to download templates for self-managed data imports.

Examples of import templates include:

Donesafe has an inbuilt reporting tool allowing users to build and display key reports and analytics. Administrative Users have the ability to:

Our team is available to assist with additional services at cost. Additional work is quoted on request, and work commences once the order is signed off.

In addition to the generic training videos and How To Guides, Donesafe offers live training, unique to your account at cost. Training Requests are managed via customer Hub or a Help Request form on your build site. The training options include:

Training is charged at AU$2,000 per day.

Our implementation, technical team or partners are available for workshops and change requests to help you design and build your Donesafe system.

Common examples include:

Professional services are charged at AU$2,000 per day.

Donesafe implements and supports a range of system integrations which can be added at cost. Integrations include:

Integrations are quoted on request.

The preparation and submission of technical documentation or assessments requires a specialist and is charged at $2,000 per day. Examples of technical documentation includes:

Clients who request new system features, functionality, or changes involving custom development must have these agreed upon and quoted based on requirements.

Feature Request: A new feature or updates to an existing feature that isn’t currently available within your account.

Change requests: Any account change or addition that is not defined in your requirements, but is an existing feature of Donesafe. This may include new modules, development, rebuilds/rework, or reinstating deleted records.

Co-building/guidance workshops: Dedicated time with a Donesafe expert to review and workshop how to design or build your site/modules or work collaboratively to build or rebuild with your team.