There will be comprehensive support available for FP’s during onboarding through several support channels:
- 24/7 Availability: Our Support hubs are accessible around the clock, ensuring you can get assistance anytime you need it. Support hubs and resources:
- Main Support Portal: Access a wide range of help articles and instructional videos at Poolwerx Support Portal.
- Integration Guides: Specific guidance for software integrations.
- Vital Guides: Specific guidance for Vital
- Lightspeed Guides: Specific guidance for LightSpeed
- Xero Guides: Specific guidance for Xero
- Academy: Our learning platform, Poolwerx Academy, which will be available later this week or early next week, offers structured role-based training modules.
- Main Support Portal: Access a wide range of help articles and instructional videos at Poolwerx Support Portal.
- Vendor Online Documentation: Comprehensive guides and documents are provided online by each Vendor for ease of access and use. You will need to be mindful that our integration across the system may vary.
- Dedicated Support Team Hours:
| Period | AU Support Team | US Support Team |
| Monday to Friday | 7 AM to 5 PM AEST | 11pm to 8am AEST Support up to 8am Sat morning. |
| Weekend / Outside hours | Please utilise the emergency contact number specifically for issues that impact trading, ensuring your business operations are minimally disrupted. | |
- Rollout support "drop-in" session: To support franchises that have just cutover to the new platform, you will be able to join one of our ongoing drop-in sessions. Click here for more details and how to join
Our goal is to ensure that you have all the resources and support needed to successfully manage your business operations, regardless of the time or day.