Australian Bureau of Statistics

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.

• We will undertake regular maintenance.
• This maintenance is scheduled for times of low usage and consequently services may be unavailable on Mondays between 7-9 PM AEST. Users may notice reduced processing speed at this time, or may be asked to delay using the product until after any maintenance work is complete.
• If an outage is planned outside the usual maintenance schedule, we will advertise this to users at least 24 hours beforehand.

• We will, at the time a user's table is submitted, acknowledge receipt of the job.
• We will provide a submitted table status update on the My Tables screen.
• We will deliver 80% of large tables within 1 working day.
• We reserve the right to restrict the number of large tables that can be submitted to the queue at any one time should the number adversely effect other users.

- We will:
• Answer 85% of calls to our technical helpline service within 30 seconds (between the hours of 9:30 am and 12:30 pm, and between 2:00 pm and 4:00 pm, Monday to Friday AEST), any unanswered calls will be taken by an answering service.
• Return 99% of unanswered call messages within 1 working day.
• Acknowledge the receipt of 99% of email enquiries within 1 working day and respond within five working days.
• Provide access to online training tutorials
  
  - We won't:
• Validate table results for users
• Create custom tables and groups in user accounts
• Be available to answer any questions or queries on weekends or public holidays

• Process new registrations within 5 working days.
• Only accept requests to transfer a licence from the registered user or the company who bought the original licence.
• Process registration changes within 5 working days.