Support FAQs


What is included in support?
  • Problems and defects in the software
  • Incorrect or unexpected results in the software
  • Access to the knowledge base on this site (support articles, videos etc)
What's not covered?
  • Individualised training in use of the software – this Learning and Support Site offers resources to assist you in learning the software
  • Consultation and implementation services
  • Usage questions related to 3rd-party hardware or software 
  • Dietary, nutritional or regulatory advice
Do you triage support requests?
Yes, as we receive a large volume of support requests. All support issues are triaged and assigned a priority as below:
  • Urgent: Business Critical. Issue causing serious adverse effects to productivity or quality of results
  • High: Intermittent issues affecting productivity or quality of the results
  • Normal: Issues that do not affect productivity or quality of results
  • Low: Routine questions re usage, feature requests and product questions
What are your support hours?
  • Monday to Friday 9-4pm (AEST)
  • Public holidays (Brisbane, Australia) are observed
How long will it take to resolve my support request?
Initial response times vary based on the severity of the issue. Due to the nature of software support, we cannot guarantee full-resolution times. Xyris is committed to assisting you in resolving your issue as soon as possible.
How do I access help and support?

The quickest way to get help is through the knowledge base on this support site, which includes help articles, guides and video tutorials. We encourage you to look through those resources as the answers to many common questions can be found there. If you are still having issues, get in touch by submitting a support request.

Note: In general, submitting support requests online allows us to resolve your issues in the most effective and efficient manner possible. Due to the detailed nature of support requests, it is often much easier to provide information online rather than over the phone. However, when a phone call is required to deliver our best service to you, we will give you a call.

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