Support-offsite Terms

These support-offsite Terms are issued pursuant to and form part of the supply Agreement between Advanced Navigation Pty Ltd (ACN 156 101 549)  (we, us or our) and you, the person or entity stated in the Work Order, together the Parties and each a Party.

1. Overview

These support-offsite Terms apply if we agree to provide you with support-offsite, as set out in the applicable Work Order. 

Please note. If support-offsite is not purchased via a Work Order, we have no obligation to respond to any support request or to provide support in respect of our Goods and/ or Services. If you make a support request and you have not purchased support-offsite from us (or the request falls outside the scope of a support-offsite Case or support-offsite), the request will be addressed as a variation of the Agreement under clause 2.7 of the Terms and may  incur an additional fee at our sole discretion.  No amount of provision of historical free support-offsite prevents us from enacting this variation.

2. Definitions

Unless the context requires otherwise, defined terms in the Agreement https://www.advancednavigation.com/terms/ and the applicable Work Order have the same meaning in these support-offsite Terms and the following definitions also apply:

Acknowledgement means our acknowledgement of your notification of a support-offsite Case or, where we become aware of a support-offsite Case, our notice of the support-offsite Case to you.

support-offsite means any support that we provide you (in our sole discretion) in respect of a support-offsite Case which will be limited as follows:

  • System Fault Support Request: Potential resolutions include providing a software patch, firmware update, or configuration change that corrects the System fault;
  • Performance Inquiry Support Request: Potential resolutions include providing a viable workaround that allows you to continue near-normal operations;
  • Integration & Usage Support Request: Potential resolutions include the completion of remote diagnostics and the formal initiation of the return process for the repair or replacement of the affected Goods unit. The physical repair or replacement of the Goods is governed by the Warranty Against Defects linked here https://www.advancednavigation.com/terms/warranty-against-defects/.

support-offsite Case means a technical inquiry submitted by you to us related to the performance, integration, or usage of our Goods, Software and/or Additional Software. support-offsite Cases are categorized as follows:

  • System Fault Support Request: A suspected defect, error, or malfunction in our Firmware, Downloadable Software or Additional Software that causes it to not perform to its documented specifications that is not caused, or contributed to, by you;
  • Performance Inquiry Support Request: The Firmware, Downloadable Software or Additional Software is not performing as expected, but the root cause is unknown but that is not caused, or contributed to, by you. This requires a collaborative diagnostic process between you and our support team;
  • Integration & Usage Support Request: A request for assistance with Firmware, Downloadable Software or Additional Software installation, configuration, API usage, or data interpretation.

Response Time means the time between your Support Request for an support-offsite Case and our Acknowledgement, or where we first become aware of an support-offsite Case, the time between us becoming aware of the support-offsite Case and our Acknowledgement. 

Response Time Commitment has the meaning given in the applicable Work Order.

Service Credit means any fee rebate or refund, as determined in accordance with the table below.

Number of support-offsite cases for which we did not meet the Response Time Commitment (calculated annually)Service Credit
More than or equal to 90%No Service Credit
Less than 90% but more than or equal to 80%10% rebate or refund
Less than 80% but more than or equal to 70%20% rebate or refund
Less than 70%30% rebate or refund

Service Credit Request has the meaning given to it in clause 7 below.

Service Availability Window means 9am-5pm on which banks are open for general banking business in the applicable Time Zone in the Work Order, excluding Saturdays, Sundays and public holidays.

Support Request has the meaning given in clause 3 below.

3. Support Requests – Your Obligations

In order for you to receive the support-offsite services, you must place a request by our designated support channel available here https://support.advancednavigation.com/ (Support Request). In making the Support Request, you must complete all relevant fields and provide all relevant information.

You acknowledge and agree that we may require you to take certain steps before we provide Acknowledgement and/or support-offsite including:

  • providing us (and our Personnel) with access to your Systems as necessary for us to assess the support-offsite Case or provide the support-offsite;
  • providing us (and our Personnel) with any information that we reasonably request for us to assess the support-offsite Case or provide the support-offsite.

Any failure by you to take any steps required by this clause 3, or any delays in providing any information that we require, may impact on the results or the performance of the support-offsite, and we will not be liable to you for any Liability to the extent caused or contributed to by your failure to take such steps or delays by you.

4. Service Availability

During the Term, we will use commercially reasonable efforts to provide you with Acknowledgement within the Response Time Commitment in the applicable Work Order.

The Service Availability Window for the Response Time Commitment will be based on the Time Zone identified in the applicable Work Order. 

Subject to clause 5 below, if a Support Request is passed to us outside the applicable Service Availability Window, time measurement will begin from the commencement of the next Service Availability Window.  For example, if a Support Request occurs at 5:30pm on a Thursday in the applicable Time Zone, then the time measurement for the Response Time Commitment will not commence until the commencement of the next Service Availability Window which would be 9am on the next Business Day.

We will not provide support-offsite outside the Service Availability Window.

5. Failure to meet the Response Time Commitment

If in any 12 month period we fail to Acknowledge a Support Request within the Response Time Commitment, you may claim a Service Credit. 

To claim a Service Credit, you must send us a notice via our support channel https://support.advancednavigation.com/ within 30 days of the end of the 12-month period in which the Support Cases occurred (Service Credit Request). 

A Service Credit Request must include details of all the dates and times that we failed to achieve the Service Levels in the relevant period and any other information reasonably requested by us.

If we assess your Service Credit Request and confirm that we have not met the Response Time Commitment and a Service Credit is available to you, we will:

  1. where the Work Order Term has not ended, apply the relevant Service Credit to the support-offsite Fees in the next invoice for our support-offsite services; or
  2. where the Work Order Term has ended, apply the relevant Service Credit and issue a refund of that amount.

Service Credits are non-transferrable and, subject to clause 5(b) above, are not redeemable for cash.

Despite anything to the contrary, you are not entitled to any Service Credit:

  1. that, where clause 5(a) applies, exceeds 100% of the Help Desk Fees due in the next invoice;
  2. that, where clause 5(b) applies, exceeds 100% of the Help Desk Fees in the last invoice for our support-offsite services in the applicable Work Order Term;
  3. for so long as any undisputed invoice is overdue; or
  4. if you are in breach of the Agreement.

6. Reasonable Usage

You agree to the reasonable usage of the support-offsite services. Where we consider your usage of the support-offsite services to be unreasonable, or unreasonably above average (compared with our other clients):

  • we agree to notify you in writing of our concerns;
  • following your receipt of such notice, we and you will use all reasonable endeavours to work together to resolve the matter; and

if the matter is unable to be resolved, we may (at our discretion): 

  • adjust our Acknowledgement Response Time Commitment accordingly; 
  • vary the support-offsite Fees to reflect your increased use of our limited resources, effective on and from us giving you written notice of the new support-offsite Fees; and/or 
  • terminate the applicable Work Order by giving 30 days’ notice in writing to you.

7. Validity

For questions about these support-offsite Terms, or to get in touch with us, please contact us via our support channel https://support.advancednavigation.com/.

In the event of any inconsistency or ambiguity between these support-offsite Terms and the Terms, these support-offsite Terms will prevail. These support-offsite Terms were last updated on 18 November 2025.