General Support
The fastest way to reach us is from within eTool — click the ? icon and select Request Support. You can also submit a request at https://support.etool.app/.
Our team is online Monday to Friday, 9:00am–5:00pm UTC+10, excluding Australian public holidays. If you reach out outside these hours, we’ll get back to you from 9:00am the next business day.
How fast we respond
If something’s broken, we prioritise based on impact:
- Critical — the platform is down or inaccessible, with no workaround. First response within 1 hour, resolved within 4 hours.
- High — a key feature is broken but a workaround exists. First response within 4 hours, resolved within 1 business day.
- Minor — limited impact, such as a UI bug. First response within 1 business day, resolved within 3 business days.
For everything else — software how-to questions, LCA questions, methodology guidance, account and billing queries, and feature requests — first response within 1 business day, resolved within 2 business days.
For more complex issues, we may offer a video call so we can work through it together in real time.
Advanced Support
Advanced Support is for project-specific questions that need specialist-level LCA experience and mentorship. Because this requires dedicated time from our specialists, sessions are booked in advance and prioritised above General Support. It’s available as an add-on to any paid subscription at an additional cost.
Please click on the link below if you’re interested to learn more about our Advanced Support.
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How Do I Make a Support Request?
