Support That Understands the Australian Training Industry

Great software support isn't just about fast ticket resolution. For training organisations navigating compliance obligations, learner administration, and daily system processes, it's about speaking with someone who already understands your world.

aXcelerate's Support Centre is proudly based in Australia, staffed by a team with direct experience in the vocational education and training sector – and consistently rated 95% CSAT by the 1,300+ clients we support across the country.

What makes aXcelerate support different from other RTO software providers?

aXcelerate support is staffed by people with hands-on knowledge of the VET sector. Our team understands the day-to-day realities of managing training operations, learner records, and compliance requirements – which means conversations start from a shared context, not from scratch.

Many of our clients have worked with the same team members for years. If you have been with aXcelerate for a while, there is a very good chance you have spoken with Blair or Ty along the way. They have been helping clients for years and have become familiar, trusted voices for many training organisations across the country.

"I've always looked at the support that aXcelerate provides as an extension of our organisation." – Dan Gay, Commercial Training & Compliance Manager, Surf Life Saving NSW

Is aXcelerate's support team based in Australia?

Yes. Our entire Support Centre operates in Australia. That means clients are speaking with people who understand the local VET landscape, operate within Australian privacy expectations, and are available during Australian business hours.

When sensitive learner data and business information is involved, local accountability matters. Our team works within the same regulatory environment as the organisations we support.

"I did not have to wait for long, my call was answered very quickly." – Gurmit Gill, Australian Institute of Flexible Learning

Who does aXcelerate support serve?

We support more than 1,300 Australian training organisations – from small, family-run RTOs to large enterprise providers and national organisations. Whether you're a two-person operation or managing thousands of learners across multiple sites, the support experience is the same: expert, responsive, and grounded in VET.

"Amazing support. 11 out of 10, would submit a support ticket again." – Surf Life Saving Queensland

What values guide the aXcelerate support team?

Our Support team operates according to HEART – five values that shape every client interaction:

Honesty – clear, straightforward communication when solving problems, even when the answer is complex.

Empathy – genuine understanding of the pressures training organisations face every day.

Acceptance – respect for different experiences, workflows, and ways of working.

Respect – for our clients, their learners, and the important work the VET sector does.

Trust – built through consistency, accountability, and follow-through on every interaction.

These aren't aspirational values on a wall. They're the standard our team holds itself to.

"This is probably the best customer service I have ever had." – Airene Pollescas, Kallibr Training

"aXcelerate's support is the best I've had – from any platform." – Mik O'Leary, Provet

Does aXcelerate support go beyond answering questions?

Yes. Our team consistently goes further than resolving the immediate issue. Where there's a better approach or a more efficient process, our support staff will show you.

"Patrick not only helped with my report query but showed me a better version of what I needed!" – Maria Andrews, Cornerstone People Solutions

"Excellent and timely support, and I learned something new!" – Civil Contractors Federation SA

"Thomas was very thorough with the information that needed to be provided." – Kerri-Ann, Serco Defence

How does the Support Centre contribute to the aXcelerate platform?

aXcelerate's Support Centre is directly connected to how the platform evolves. Many support team members have progressed into Product, Customer Success, Human Success, and Engineering roles – bringing real-world client problem-solving experience with them.

This means the people building and improving aXcelerate are often people who have spent years helping clients work through exactly the challenges the platform is designed to solve. Support informs product, and product reflects the needs of the training sector.

What results does aXcelerate's Support Centre achieve?

aXcelerate's Support Centre consistently maintains a 95% CSAT score across more than 1,300 client organisations. That result reflects the experience, care, and industry knowledge our team brings to every interaction.

For us, support is not a service function sitting at the edge of the business. It's central to how we build long-term relationships with the organisations shaping skills, training, and learner outcomes across Australia.

Frequently asked questions about aXcelerate support

Does aXcelerate have Australian-based support?

‍Yes. Our Support Centre is fully based in Australia.

What CSAT score does aXcelerate support achieve?

‍aXcelerate consistently maintains a 95% CSAT score across its client base.

How many organisations does aXcelerate support?

‍aXcelerate supports more than 1,300 training organisations across Australia, from small RTOs to large enterprise providers.

Does aXcelerate support cover VET-specific and compliance questions?

‍Yes. Our team has industry experience in the Australian VET sector and can assist with training operations, learner administration, compliance processes, and platform-specific workflows.

What are aXcelerate's support hours?

‍aXcelerate support operates during Australian business hours. Current hours and contact options are listed in the aXcelerate Support Centre.

How do I contact the aXcelerate support team?

‍You can reach the team via the aXcelerate Support Centre, where you can submit a ticket, access documentation, and find contact details.

Does aXcelerate support serve small RTOs as well as large providers?

‍Yes. Our client base spans the full range – from small family-operated RTOs through to large enterprise training organisations and national bodies – and everyone in between!