Holiday break - office closure
Our offices at Thyme Software will be closed for three weeks for the holiday break, from Monday, December 23rd, 2024, reopening on Monday, January 13th, 2025.
During this period our regular day-to-day services will be temporarily unavailable, and we will be unable to address non-urgent support matters. However we will be available for any urgent matters that may arise (see "Emergency support" below).
If you anticipate needing our assistance with anything that is predictable in advance during this period, such as membership renewals, or the set up of complicated competitions, we would be grateful if you could reach out to us prior to the break, to minimise the need for emergency support.
Over the break, please send any inquiries or issues that are not time-sensitive to helpdesk@thymesoft.com.au. Our team will be happy to address these after the holiday break.
Emergency support during the holiday break
Thyme Software will have one of our support team available throughout the holiday break to assist you with any emergency issues that may impede your club's ability to provide services to its members. This includes issues related to point of sale, access control, golf competitions, and other essential daily club operations.
For urgent or time-sensitive matters, please contact the helpdesk via telephone at 1300 720 102.
Please do not send emails about urgent issues to the helpdesk, as the helpdesk email account will only be checked periodically during this period.
The emergency support phone line is routed to the mobile phone of the on-call personnel. Pick-up times may vary depending on the situation (e.g. they may not be able to answer immediately if they are already on another call, or driving for example) so please allow the call to ring for a while to allow time for it to be answered.
If we are unable to answer your call immediately, we kindly request that you leave a message. Doing so will help us to expedite the process of returning your call as quickly as possible. Please include the name of your club, your name, a phone number that we can reach you on, and a brief description of the issue. This will enable us to provide you with the best possible service.
Standard Support
Mon - Fri (excluding public holidays)
- Eastern time: 9:30am - 5:30pm (VIC / NSW / QLD / TAS)
- Central time: 9:00am - 5:00pm (SA / NT)
- Western time: 7:30am - 3:30pm (WA)
For urgent matters please call 1300 720 102 (local call fee only)
International: +61 8 7081 1133
For less urgent matters please email helpdesk@thymesoft.com.au
Out-of-Hours Emergency Phone Support
Out-of-hours emergency phone support is available to all clients at no additional cost - for assistance with urgent issues, such as affecting point of sale, access control, golf competitions, or other critical daily club operations that cannot wait until the next working day.
We provide this service 7 days a week (including public holidays)
- Eastern time: 7:30am - 11:30pm (VIC / NSW / QLD / TAS)
- Central time: 7:00am - 11:00pm (SA / NT)
- Western time: 5:30am - 9:30pm (WA)
Please call 1300 720 102 (local call fee only)
For out-of-hours emergency support our phone is diverted to the mobile of the staff member currently on-call. It may take a little while to be answered, so please persist. If you reach voicemail then we are probably already on another call, so please leave a message including your name, club name and return number, and we will get back to you promptly.
Please note: The emails are only checked infrequently outside normal office hours. If you are requiring a quick response for an issue out of normal office hours, please use the phone rather than sending an email.
Remote Support Installer
Thyme Software uses ScreenConnect to provide remote support to our clients. Click the following link to provide us with access to your computer:
Download the Thyme Software remote support installer
or (only under guidance from Thyme Software support staff) - Download the fall-back alternative remote support installer