System access

To optimise performance there may be a limit on the number of concurrent users. Occasionally users may be asked to try again later if the system is extremely busy.

System maintenance and support

Regular maintenance is scheduled on Saturdays between 4-6 am (AEST) for times of low usage. Services and systems may become unavailable at this time. When service is available at this time, users may notice reduced system performance. Jobs being processed at this time may be terminated and need to be resubmitted. The regular maintenance time frame is subject to change.

If an outage is planned outside the usual maintenance schedule, we will advertise this to users at least 24 hours beforehand on the TableBuilder entry page.

Systems will be monitored for outages between 9 am and 5 pm Monday to Friday (AEST). Any outage outside these hours will be rectified as soon as possible.

Table delivery

We will deliver 80% of large tables within one working day and the status of these tables can be monitored in the 'My Table' view.

We reserve the right to restrict the number of large tables that can be submitted to the queue at any one time if the number of tables being submitted is likely to adversely affect the ability of other users to produce tables.

Helpdesk/support service

We will:
  • answer 85% of calls to our technical helpline service within 30 seconds (between the hours of 9 am and 5 pm, Monday to Friday in all Australian timezones; any unanswered calls will be taken by an answering service)
  • return 90% of unanswered call messages within one working day
  • respond within five working days to emails
  • provide access to a TableBuilder User Manual.

We will not:
  • create custom tables and groups in user accounts
  • be available to answer any questions or queries on weekends or on nationally acknowledged public holidays.

Registration and transfer of licence

We will:
  • process 99% of new registrations (pending the receipt by the ABS of a signed 'Agreement to Proceed' document from the client) and registration changes (including transfer of licences under individual licence or removal of user under organisational licence) within 5 working days
  • for an individual licence, only accept requests to transfer the licence if the request is made by the registered user or the payment officer
  • for an organisational licence, only accept requests to remove a user from the organisation's licence if the request is made by the contact officer(s) from the company that purchased the licence.