Support Policy

This Support Policy outlines how New Horizon Code PTY LTD ("New Horizon Code", "we", "us", or "our") delivers technical and customer support across all platforms, applications, and affiliated products, including Diversity Sync'd, Carey, TobyHR, Syrup, and Profile Dock.

Each product may have its own support or documentation system, but all customer support provided by New Horizon Code is governed by this policy, regardless of product, access point, or interface.

You can reach our support team using the following official methods:

We do not provide official support via social media, community groups, or unverified third-party forums.

Unless otherwise agreed in writing (e.g., via a Service Level Agreement), all response times listed below are targets only and are not guaranteed.

We classify and respond to requests based on severity and impact:

We value product feedback and suggestions. However:

• All submissions are voluntary, non-confidential, and non-proprietary.
• By submitting feedback, you grant us a worldwide, perpetual, irrevocable, royalty-free licence to use, modify, and commercialise it without notice or compensation.
• You warrant that you hold the rights to any material submitted.
• Implementation of feedback is at our sole discretion.

Calls to 1300 980 034 may be:

• Recorded for quality assurance and compliance
• Monitored by authorised staff or automated systems
• Processed by AI for transcription, summarisation, and keyword detection

All call-related data is handled in accordance with our Privacy Policy.

If you believe you've discovered a security vulnerability in any New Horizon Code platform:

Please visit our security contact page for instructions on how to report it.

Do not publicly disclose details until we confirm remediation steps.

We triage all verified reports promptly and provide updates through secure communication channels.

For detailed information about reporting vulnerabilities, please refer to our Security Policy.

To enable timely and effective support, customers agree to:

• Maintain accurate contact and billing information
• Use supported browsers and environments
• Follow documentation prior to submitting tickets
• Respond to requests for diagnostic data or clarification
• Manage their own end-user support, as New Horizon Code provides assistance directly to account holders and administrators only

Support is provided "as is", without any guarantee of outcome or resolution. We are not responsible for:

• Delays caused by third-party outages or external dependencies
• Incomplete or delayed responses
• Loss of data, revenue, or opportunity resulting from support interactions

To the extent permitted by law, our total liability for support-related issues is limited to the greater of:

• AUD $1, or
• The total amount paid for support services in the preceding 90 days.

This does not affect your rights under the Australian Consumer Law.

We reserve the right to restrict or deny support if a customer or representative:

• Harasses, abuses, or uses inappropriate language toward staff
• Submits excessive or bad-faith support requests
• Misuses support channels or misrepresents an issue's severity
• Breaches our Terms of Service or privacy obligations

Support access may also be limited based on subscription level, product plan, or usage history.

All support-related data—including emails, tickets, logs, call recordings, and diagnostic files—may be processed by verified third-party providers (e.g., helpdesk, email, or AI transcription services).

Data is handled solely for support delivery purposes and in accordance with:

• Our Privacy Policy
• The Privacy Act 1988 (Cth)
• Relevant data retention and security standards

Service updates and maintenance notices are shared via:

• In-app banners or notifications
• Email communications
• Official status pages (where applicable)

Customers should check these sources before opening new tickets.

We may update this Support Policy periodically to reflect operational, legal, or technical changes.

Material updates will be communicated via email or in-app notice.

Continued use of our support services constitutes acceptance of the latest version.