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Maze Support

Maze – Help Desk Services
Our Help Desk Service provides telephone and email assistance for all Maze clients on current contracts.

To contact the Maze Help Desk please:

– email details of your problem to educationsupport@civica.com.au with attached formats, if relevant

– phone the dedicated Help Desk line on 1300 550 062 or
– fax the dedicated support fax on (08) 6466 2990

Calling the Help Desk line will give you direct contact to the Help Desk staff. At peak times, when Help Desk staff are busy attending other calls, you may be directed to a voice message and asked to leave your details. If you have a critical payroll issue, or your site is non-operational, you will be directed to an emergency help desk engineer. This will ensure that urgent calls are given the highest priority.

The Help Desk Service is available weekdays, excluding National Public Holidays from 6.30am-5.00pm (WST)/8.30am-7.00pm (EST). Calls within Australia will be charged at local call rates.

Maze – Updates, Release Notices & Technical Documentation

To access updates, release notices and technical documentation regarding Maze, please click on the following links:

Help Desk Reporting Service (HDRS)
The Help Desk Reporting Service (HDRS) is an error reporting service that is incorporated into the following products:

  • Maze & Geni v8.21 (Service Pack 2 and above)
  • eMaze v1.0 and above
  • Application Layer Update Utility (ALUU) v2.0 and above
  • Database Manager v8.21 and above
  • Password Manager v8.21 and above.

The system allows users of these applications to submit a Problem Report or Support Requests to one or more Licensor’s Help Desks. Information is collected as supplied by the user of the software and also includes information about the user’s machine(s) and software, including server systems connected to Civica Education products and your product’s license details. This may include private information.

The information collected is processed at our public webserver and then sent to your registered Help Desk(s) and connected to their respective tracking and workflow systems. This information is collected in order to provide support services and for statistical purposes in order to assist Civica Education to troubleshoot and resolve program errors proactively. The information is kept private and confidential in accordance with our privacy policy. For further details about the HDRS please refer to your product’s End User License Agreement (EULA).

 

Maze customisations including Maze Application Library

With experienced Project Managers and Maze Consultants in Perth, Sydney and Melbourne the Maze Projects Team can provide you with the project services you need to customise your Maze experience.

The Maze Application Library provides access to a selection of mini projects and customisations commonly requested by schools. These customisations are packaged as “Maze updates” and are remotely installed by our team of Maze Solutions Consultants.

 

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