Customer satisfaction has always been, and will continue to be, a key driver of our success. Our team is committed to delivering an exceptional experience for all clients and users.

We offer a range of included services and self-service options to help users get the most value from our systems, along with additional paid services for more tailored support.

Details of what’s included, what’s available through self-service, and the additional services are outlined below.

Included Services	Self Service	Additional Services (Quoted on request)
Help Centre	Account settings	Custom reports
System Support	Letter templates	Major changes/ configuration
In-system guidance	User management	Data mapping/migration
Minor configuration	Managing policy and workplace structure	New builds or rebuilds
Feature releases		Integrations/changes to existing integrations
AI Chat (via in-system Help Widget)		Custom/additional training
Training webinars

INCLUDED SERVICES

Help Centre

Our Help Centre contains an extensive list of articles to guide users through core functionality. The Help Centre is accessible to all users through the Help menu while logged in. Articles are grouped by topic and can be searched using keywords.

Support

Our friendly Customer Support team are here to help with any general support, which includes guidance on using system functionality, troubleshooting, as well as assisting with any bugs or technical issues. Support covers:

Guidance and instruction on system functionality
Login, access, and password queries
Troubleshooting
Technical support for bugs or technical issues

Users can contact the Support team during business hours by selecting the 'Contact Us' button on the in-system widget panel.

Minor Configuration

Our Customer Support team is happy to assist you with minor configuration that falls outside of the self-service options.

Minor configuration is a change to a field (or fields) on one form that does not affect other forms, notifications, or workflows. This also includes changes to account configuration that do not affect existing data or require specialist intervention.

Examples of minor configuration include:

Deleting or editing a custom reporting category
Adding or removing a field to a form that does not pre-populate or link to a field on another form or does not affect notifications to users and does not impact the workflow of the record.
Marking a Module as inactive
Self-insurance error fixes

IMPORTANT: Any changes requested must be authorised by your system administrator before contacting the Support team.

System Training

We want you to feel confident using the system from day one. That’s why training is included as part of your implementation. After your initial training, you’ll always have support at your fingertips — explore our Help Centre for step-by-step guides or join one of our regular webinars for refresher training on specific features.

Training included during Implementation:

Core training (usually held on the day of your Go Live) provides all users with basic knowledge of how to use the system, covering a wide variety of system functionality.
Admin User and reports training (usually held 1-2 weeks post Go Live) covers key functions that system admin users need to know to maintain the account. The reporting component is suitable for users (admin or other) who need to build and run reports in the system.

Training Webinars

To help you get the most out of the system, our Support team run regular training webinars that are included as part of your support package. These sessions are designed to build confidence, provide practical tips, and give you a chance to explore key features in more detail. Each webinar focuses on a different area of the system, so you can choose the sessions that best match your needs.

Here’s an overview of what’s available:

Basic: This session covers all the fundamentals of SolvInjury; navigating the system, adding injuries, generating claim forms, documents, medical certificates, RTW plans and notes.
Compensation Calculator: For those wanting to understand how to capture weekly entitlements, this session covers how to use the Compensation Calculator function in the system. Learn how to calculate weekly compensation entitlements, send entitlement reports out to your insurer and/or payroll department and track, and manage reimbursements.
Admin: Designed for users with admin access, this session covers the configuration options available, managing account settings, user access, and policy/workplace management.
Basic Power Reports: This session covers the basic Power Reports reporting capability. You’ll learn how to generate and export standard reports, and how to build and save your own simple reports.

All training webinars are generic in nature, meaning they cover common system features and workflows rather than being customised to your organisation or jurisdiction.

To register for one of our training sessions, click on the Help icon when logged into SolvInjury > Expand the first 'Top Question' and click on the training register link.

SELF SERVICE

Account Changes

Our intuitive and user-friendly system allows Admin Users to manage key areas of the account through self-service. Approved Admins can make changes easily and promptly.

Examples of Self-Service include:

Updates to Account Settings
Marking a Business Unit, Policy, or Workplace as inactive
Adding a new user (NB: User Access should always be updated by a client Administrator due to privacy)
Adding a new Business Unit, Policy, or Workplace to the existing structure
Adding and managing custom fields and lists
Building custom reports

ADDITIONAL SERVICES (CHANGE REQUESTS)

Our team are available to assist with New Business Requests at cost. These requests are quoted on request, and work commences once an order form is signed off.

Custom Reporting

For additional reporting needs outside of the standard reports and self-service options, you can request a Reporting Specialist to build a custom report by submitting clear requirements via a Custom Report Request.

Please allow a minimum of 4-6 weeks for the completion of custom reports. This is subject to complexity and receipt of all report requirements. Custom Reporting is quoted on request.

Major Configuration / Change Request

Major Configuration refers to changes that impact other forms, notifications, or workflows. It also includes adjustments to account settings that will affect existing data or require intervention from a specialist. Clients can request major configuration changes by submitting clear requirements through our Change Request form.

Examples of Major Changes include:

Adding, changing, or removing a field that is reused on other forms
Adding, changing, or removing a field that is used to set email notifications or next form owners
Adding or removing a form from a process
Adding or amending a new section on a form
Building a new Module
Changing email notifications for a group of users
Business Unit / Policy / Workplace restructures
Making a change to a Business Unit, Policy or Workplace that requires splitting data out to other nodes or moving nodes

Change requests are quoted on request and must be authorised by your key system administrator.

Data Work

Outside of initial data imports, data rework, data mapping, or bulk imports are managed by a specialist data team. Examples of data work include:

Bulk import of custom categories or category values
Bulk import of new data or bulk update of existing data
HR data fixes/rework

This work is quoted on request.

Client Specific Training or Coaching

In addition to the initial onboarding training sessions and access to the Help Centre and training videos, we offer client-specific training at cost.

Pre-Go Live Training outside of sales demo, and included implementation training
Refresher training for users by appointment
Report training for users by appointment
Report building session by appointment
Report review & recommendations (not applicable for system issue/errors, please direct this to our Support team for assistance)

This work is quoted on request.

Integrations

We implement and support a range of system integrations that can be added at cost. Integrations include:

HR data feed
SSO
SFTP
New injury creation

The setup of new integrations is quoted upon request.

IMPORTANT: Changes to existing integrations may require a new integration to be set up. If this is the case, your request will be reviewed and a quote provided.

Technical Documentation

The preparation and submission of technical documentation or assessments requires specialist involvement for completion. Examples of technical documentation include: