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Professional technical support across all New Horizon Code platforms with clear service levels and transparent expectations.
Last updated: 30 July 2025
This Support Policy describes how New Horizon Code PTY LTD ("New Horizon Code", "we", "us", or "our") delivers technical and customer support across all platforms, services, and affiliated products, including Diversity Sync'd, Carey, TobyHR, Syrup, and Profile Dock.
Note: Individual apps or agencies operated by New Horizon Code may maintain their own support portals or ticketing systems. However, all support services are governed by this policy, regardless of entry point, product name, or interface.
We offer support through the following official methods:
Where available, within select products
Real-time assistance for active users
We do not provide official support via social media or unverified third-party forums.
Monday to Friday
9:00 AM – 5:00 PM AEST
Monitored only for Priority 1 (critical) incidents
Unless otherwise agreed in writing (e.g. via SLA), we do not guarantee specific response times.
To preserve data integrity, privacy, and the autonomy of user accounts within each organisation, New Horizon Code PTY LTD enforces strict limitations on support actions involving individual user accounts.
These safeguards ensure user trust, protect account integrity, and comply with applicable privacy and security standards.
We prioritise support issues based on severity:
| Severity | Description | Target Initial Response |
|---|---|---|
| P1 – Critical | Complete outage, data loss, or security incident | < 2 business hours |
| P2 – High | Significant product failure or feature issue | < 4 business hours |
| P3 – Medium | General usability or functionality issue | < 1 business day |
| P4 – Low | Cosmetic issues or minor questions | < 2 business days |
Escalation requests must reference an open ticket and may be submitted by phone or flagged via email.
We welcome and value your feedback, suggestions, and feature requests. However, by submitting any ideas or input to us, you agree to the following:
All roadmap priorities, product updates, and feature decisions are determined solely at our discretion.
Calls to our official support line 1300 980 034 may be:
These measures help us improve service quality and response consistency. All call-related data is stored securely and may be retained for a limited time as described in our Privacy Policy.
Consent Notice: By continuing with a call, you consent to this monitoring, transcription, and automated analysis. If you do not wish to be recorded or processed by AI systems, you must use email or the support portal instead.
Support is provided "as is" and without warranty or guarantee of resolution. We disclaim all liability for:
To the extent permitted by law, our total liability for any support-related issue is limited to AUD $1 or the amount paid by you for support in the preceding 90 days—whichever is greater.
We reserve the right to suspend or deny support to users who:
We also reserve the right to limit support availability based on subscription level, plan type, or usage history.
This policy may be updated periodically to reflect changes in law, technology, or company operations. The current version is always available upon request or via official communication channels.
Continued use of our support services constitutes acceptance of the most current version of this policy.
For questions about this policy or to reach our support team, please contact:
Support Team
New Horizon Code PTY LTD
Suite 121, Level 14, 167 Eagle Street
Brisbane QLD 4000, Australia
Email: support@newhorizoncode.io
Phone: 1300 980 034
Office Visitation Policy: Please note that our office address is for mail delivery only and does not accept visitors. We kindly ask that you do not visit the premises, as we are not equipped to receive guests.