If you have an issue you can’t resolve, you can contact our Customer Service Team (previously Class Support) via online Chat, telephone or email.
Our highly experienced team of accounting qualified Customer Service Consultants are available to assist you with any issues you may encounter using our software. The Customer Service Team has been the recipient of multiple industry awards in recognition of their efforts.
Our Customer Service Team offers a comprehensive set of services covering product and data feed support. All requests received by our Customer Service Team are logged and tracked in our industry-leading Customer Support solution.
Our Customer Service Team support does not include:
- Telephone training
- Taxation, superannuation or technical advice (Class consultants are under strict instructions not to provide technical/accounting/taxation services and/or advice of any nature to customers)
- Remote desktop support
- Network or PC support. Please refer to minimum system requirements.
Where our Customer Service Consultant believes your request can be resolved by using existing resources, like our Help Centre or Training, they may direct you to the appropriate resources. They may also recommend you to other resources where they believe it will be beneficial to your ongoing use of the Class Products.
Support availability and response times
The Customer Service Team is based in Sydney and is available between the hours of 08.30 and 17.30 AEST Monday – Thursday and 08.30 to 17.00 AEST Friday, excluding NSW public holidays.
Class Service Levels
The service level response times provided are dependent on the level of severity of the issue raised. See Class service level policy for details.
How to log a support request
There are a number of different ways of raising a support request:
- Through the Class application by clicking on
in the top right hand corner :
- ClassMate suggests Help Centre articles which may help you resolve the issue.
- Chat with one of our Customer Service Consultants online
- Log a support request
- Email Customer Service at support@class.com.au. - include as much information as possible about the issue to assist with a speedy resolution.
- Phone our Customer Service Team on 1300 851 057 and Press 1. Class provides reasonable use phone support. In busy periods, you may need to leave a voicemail and a Customer Service Consultant will respond as soon as possible.
Who can log a support request?
You must be an authorised user of the Class application to be able to log a support request. Class does not provide support to Investors, Trustees and/or Members who are using client view.
Support request process
After you have logged a support request a ticket will be raised and you will receive email notifications of any updates to the ticket as it is managed to resolution.
Data Feed Support
Class provides a dedicated page within the Class User Guide to provide updates on the latest known status of data feeds. Before contacting support about the status of a data feed please refer to the data feeds status page.
The Data Feeds Support Team are accounting and/or IT qualified Support Analysts who specialise in Data Feeds and work with our external Feed Providers to resolve any issues, as they occur.
For more information about Class Data Services please refer to application terms & conditions.
Additional Information
- Support Resources & Services
- Help on Class
- The Class Help Centre
- How to use the ClassMate in Class - includes instructions for using Chat