As a valued Mandalay customer you have access to our Australian based Support Team, offering assistance with product support, questions and troubleshooting.
Standard support hours are 8:00am to 5:00pm AEST Monday to Friday. However, Mandalay's waste management support team is available for support 24 hours per day, 365 days per year with non-critical incidents charged at Mandalay's standard after hours rates.
Service level performance across all services provided by Mandalay have been outlined within Mandalay’s Service Level Agreement (SLA). Planned service upgrades are notified in advance and take place outside of normal business hours.
During standard business hours, all service requests received by the Mandalay support team will be responded to within 60 minutes. Incidents are then classified according to Mandalay’s Service Level Agreement (SLA) which outlines target resolution times.
All product guides and requests for support are managed via Mandalay’s online customer service portal. This online tool is powered by Zendesk and is referred to as Mandalay’s Customer Service Portal (CSP).
In addition to handling support requests, the CSP provides a library of information, articles, how-tos and product release information with articles continually being added and updated.
“The ongoing support that Mandalay provides for their products has made the whole transition process much easier. We really can’t fault it.”
“Support from the Mandalay team is amazing, they are very polite and helpful and patient with having to fix problems whilst we are still serving customers.”
“Appreciate the prompt and efficient support to rectify this critical error.”
“Concise and precise information given in an easy to understand format.”
Product updates and software releases are handled in the following ways.
Deployed productsMandalay’s Facility Core Product offers two version releases per year – a major release and a minor service release. These releases generally occur every 6 months.
Access to one release per year is available free of charge and included with your software subscription agreement. Upgrading to new version releases is performed upon request or as required in conjunction with the support process.
Version upgrades are managed via a User Acceptance Testing (UAT) environment to ensure smooth deployment.
Specific release notes are made available for all version releases via the Customer Service Portal (CSP). Detailed instruction articles are created for major functionality.
Contact the Mandalay Support Team today to request access to the latest product version.
Hosted productsMandalay’s hosted products available via the naus Platform are updated in a fortnightly release cycle. Notification will be circulated one week prior to release to outline what will be included in the release. Confirmation of release success will be circulated post release along with relevant release notes.
All major functionality releases will include documentation accessible via the CSP.
Planned scheduled maintenance and releases take place outside standard business hours with account administrators notified in advance.
In the event that critical maintenance is required, account administrators will be notified and maintenance conducted dependent on the nature of the incident.
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