Software has a policy of providing ongoing
technical support to its customers on a fair and
customers can contact Capable Software Pty Ltd
to report a defect without being charged for
calls to do with the reporting or investigating
of a defect.
corrections are only available to customers who
have a current Live Update Subscription.
every reasonable effort is made to ensure that
published versions are free of defects, Capable
Software Pty Ltd accepts no responsibility for
inconvenience or loss of data a result of a Live
incoming Technical Support calls are prioritised
- Customers with Technical
- Customers who have
complete system failure (referred to as
System Down) gain top priority.
- Customers who have
partial system failure (referred to as
an incident) gain next highest priority.
- Customers who need
assistance in the normal operation of
Capable 21C gain the next highest
- Customers with or without Technical Support
- Customers who report
defects in Capable 21C gain the next
- Customers who request
enhancements to Capable 21C are
prioritised as follows:
- Enhancements that are funded gain the
next highest priority.
- Enhancements that benefit many customers,
or that are consistent with the strategic
direction of Capable 21C gain the next highest
- Enhancements that benefit few customers
gain the lowest priority.
- Customers without Technical Support
- Are referred to the
self help material on our website, or
offered the opportunity to pay for
access to Technical Support.
call or e-mail Capable Software for technical
support, the technician will classify your
request for assistance in one of four levels:
Complete system failure (known as ‘System
Down’). This is when Capable 21C cannot be
opened on any PC in the office.
Partial system failure. This is when
Capable 21C can be opened on at least one
PC, but possible not any others. This is
also applied when a major part of Capable
21C cannot be accessed (eg processing
Partially impaired. This is when one
feature is not operable, but when the core
functions of Capable 21C still operate.
Most calls fall into this category.
Cosmetic issues. This is used when the call
relates to the appearance or spelling for an
Technicians drop other work to respond to
severity 1 issues. Technicians will respond to
severity 2 issues in preference to 3’s or 4’s.
All other issues are handled in a first-come,
delivery of technical support services, Capable
Software responds to incoming calls on the
Customers with Technical Support contracts
are responded to first.
the problem or question is already covered
by existing literature or training videos,
the customer will be referred to these
the problem or question can be resolved
immediately, this is done.
the problem cannot be resolved immediately
because the Technician does not know the
answer, then the Technician will return the
call with the answer.
the problem cannot be resolved immediately
because it involves a change to Capable 21C,
skip down to step 9.
enquiries from customers without Technical
Support contracts are assumed to be a defect
report, until investigation reveals them to
be otherwise. If the enquiry is determined
not to be a defect, the incident is referred
to the sales department who will notify the
customer and advise of the charges to have a
Technical Support representative assist with
resolution of the problem.
its own discretion, Capable Software may
determine an enquiry to be a valid training
request, and may publish documentation to
assist with the enquiry.
the enquiry is identified as a defect, it is
addressed by Capable Software Research and
Development as its highest priority, and a
new version of Capable 21C will be released
as quickly as possible with a fix for the
defect. All customers with a Live Updates
Subscription will have access to that new
version of Capable 21C.
the enquiry is identified as an enhancement,
the customer is advised of the
prioritisation mechanism for enhancements
(as described above).
What is chargeable?
Capable Software Pty Ltd charges for
technical support on the following basis:
- Any defect is not chargeable.
However, once a defect is fixed, the fixed
version of Capable 21C will only be
available to customer who have a current
Live Updates Subscription.
- Any non-defect is chargeable. For
customers on a technical support contract,
Capable Software Pty Ltd charges the exact
number of minutes of work involved.
For customers that are not on a technical
support contract, and who are accessing
technical support via a Crisis Care call,
all work (up to the first hour) will be
included in the cost of the call.
However, as part of our internal training
program, sometimes a challenge will be put
to a staff member who is not the most
skilled person to fix the problem. If
this happens, the number of minutes that a
more experienced technician would require is
Sometimes, it is difficult to establish
whether the problem is a defect or not.
For example, a report may not be printing in the
correct font. Upon investigation, a
technician may find that the report is faulty -
and may find that the office has not set the
configuration settings correctly. The
former is a defect, the latter is not.
Capable Software Pty Ltd always assumes that all
problems are defects until such time that a
technician establishes that an individual
problem is not.
If the problem relates to functionality of
Capable 21C that 'could work better', or 'could
be improved to cover more situations', this is
not considered a defect.
How to access Technical
Capable Software Pty Ltd Technical Support
Department for the Australasian Region is open
Monday to Friday 9:00am to 5:00pm aest,
excluding QLD Public Holidays and 3 weeks at
Christmas when we are closed.
access the Technical Support Department by
phone, you will need to press the number 2 on
your phone when prompted. Then press 1 (for a 'system down issue') or 2 (for
all other enquiries). Leave your name, your contact phone number, the name
of your office and a brief description of the problem. One of our techs
will call you back in accordance with our prioritisation policy (explained
Alternatively, you can email Technical Support
Hints for successfully
implementing Live Updates
Live Updating, you should take a back-up of the
entire C:\Capable directory (or if you have
installed in a network environment and changed
the default locations, you should ensure that
you have backed up the Capable.MDB file where
the data is stored, and the Capable.exe file
which is the version of the software you are
currently running. Customers concerned about
lost productivity resulting from defects should
Live Update from a PC that is not used in the
normal clinic environment and test it to ensure
that the version you have Live Updated will not
be disruptive to your clinic performance.