Fred Help Support Service

At Fred our customer support team is dedicated to helping you succeed with all your Fred applications and solutions. We provide ongoing customer support, training and services for your business critical Fred software via our online self help centres, as well as over email and telephone, 7 days a week.

Contact Fred Help

For further assistance the Fred Help operating hours are:

Monday to Friday
8:30am – 9.00pm (EST)

Saturday, Sunday and Public Holidays
8:30am – 5.00pm (EST)
T 1300 731 888
F 1300 730 888

In order to provide the best possible service across all our customers, Fred Help operates a triage system enabling us to prioritise our service delivery in favour of the most operationally compromised.

Fred Help commits to Service Level Agreements (SLA’s) that apply to all calls.

Priority 1 calls will be returned within a maximum of 30 minutes
Priority 2 calls will be returned within a maximum of 2 hours
Priority 3 calls will be returned within a maximum of 4 hours

Fred stands behind its guarantee to provide you with the highest level of software support. If we do not respond to Priority 1 requests within the allocated time of 30 minutes, Fred will refund you 5% of your monthly support fee for the affected service, for each incident up to a maximum of 3 occasions in any one calendar month.

This is a no fuss guarantee without the need for a complicated claiming process. When we don’t meet the guarantee level our software alerts us and we post you a cheque.

The only exceptions to this easy guarantee are: a major systemic system failure caused by third parties such as Medicare Australia or telecommunication/internet providers; mass virus outbreaks; or denial of service attack