Onboarding and Implemenation Terms

Schedule

Onboarding & implementation terms 2025

These terms apply solely to onboarding and implementation of the CareMaster Platform. They do not replace the CareMaster Master Subscription Agreement or Platform Terms, which govern ongoing access, licensing, and use.

Section 1 — Guided onboarding

Guided onboarding

1.1 Purpose

Guided Onboarding provides a structured, self-directed experience supported by CareMaster's Customer Success Team, enabling efficient platform configuration and adoption.

Regular check-ins from the Customer Success Team
Ability to book 1:1 time with the Customer Success Team
Access to digital learning resources — videos, articles, templates, and pathways
A structured onboarding checklist to support readiness for go-live

1.2 Process & timeline

Guided Onboarding is intended to be completed within 30 days of the onboarding start date. During this period, customers are responsible for:

Actively engaging with onboarding tasks
Consuming and applying digital education materials
Completing configuration steps for their CareMaster environment
Providing timely responses and progress updates

Delays or failure to complete onboarding tasks do not pause or delay subscription billing. Billing begins from the date of signing, regardless of onboarding progress.

1.3 Support channels

CareMaster provides support primarily through digital channels:

Online learning materials, tutorials, help articles, and FAQs
Platform-integrated support documentation
Customer Care and Customer Success teams via online support channels in-platform

This is consistent with CareMaster's published Platform Terms: 24/7 self-help resources and business-hours support for administrators.

1.4 Customer responsibilities

Allocate internal project resources, including SMEs and decision-makers
Attend or view required training content and complete assigned action items
Respond promptly to CareMaster communications
Ensure internal adoption and change management support

Failure to meet these responsibilities may delay go-live readiness.

Section 2 — Managed implementation

Managed implementation

2.1 Fees, payments & scope

Managed Implementation is delivered by a CareMaster-approved Implementation Partner (Three Digital Pty Ltd).

Reduced billing during implementation

$500

ex GST/month (if MRR > $500)

Complimentary partner license

1 admin

paid by CareMaster for implementation period

Customers with a contracted MRR below $500 ex GST are invoiced the full amount from signing. Implementation, platform set-up, and minimum user fees are payable upfront prior to project commencement. Invoices are in AUD, exclusive of GST.

Minimum user fee tiers

Package	Admin user range
Launch	1–5 admin users
Elevate	6–9 admin users
Transform	10+ admin users

Implementation packages

Package	Inclusions	Exclusions
Launch	Participant & worker profiles Worker app Rostering: 1:1, 1:2, 1:3, travel & transport Incident reporting Xero invoicing integration	SIL/STA rosters Payroll Client app training In-person training
Elevate	Participant & worker profiles Worker app + client app Grouped supports SIL/STA up to 3 homes Invoicing & payroll Compliance reporting NDIS & aged care exports	NDIS + aged care combined ≥4 SIL/STA homes In-person training
Transform	All Elevate inclusions Unlimited SIL/STA homes Full financial integration NDIS & aged care exports	In-person training
Custom	Custom scope and exclusions — agreed individually

2.2 Implementation approach & responsibilities

CareMaster and the Implementation Partner will configure the platform based on agreed scope. Customers must:

Provide required data in agreed formats
Attend and participate in scheduled training
Allocate internal resources for project management, SMEs, and change management
Complete all action items issued during implementation
Communicate delays, constraints, or issues promptly

Failure to meet these responsibilities may extend project timelines or result in additional fees.

2.3 Data access & confidentiality

2.3.1 Purpose-based access only

CareMaster and partners access customer systems solely for implementation purposes
Partners may only access the customer tenancy with customer approval
No partner receives direct backend access to CareMaster production systems

2.3.2 Handling of imported or accessed data

Customer data remains the exclusive property of the customer and is treated as confidential. Partners must:

Store and transmit data securely
Avoid exporting or retaining data outside the authorised implementation tenancy
Destroy or return all data at the end of the implementation period

2.3.3 Partner confidentiality obligations

Partners must not disclose customer data or CareMaster intellectual property. Breaches may result in immediate termination of access.

2.3.4 Customer data return / purge rights

Upon completion or written request, customers may request:

Return of data supplied for implementation (CSV files, configuration documentation)
Deletion of data loaded during onboarding
Removal of partner access to their tenancy

2.4 Additional fees

Services outside agreed scope — including extra training, re-implementation, or delays caused by customer inaction — are billed at an agreed hourly rate, quoted at the time of the additional work based on scope and complexity.

Unused hours are non-refundable.

2.5 Go-live criteria

A customer is considered ready for go-live once:

Platform configuration is complete
Core data is uploaded
Training sessions in the package have been delivered
The customer can commence day-to-day operational use

Billing for contracted licences begins regardless of whether go-live is achieved on schedule.

2.6 Relationship to platform terms

These Managed Implementation Terms apply only to the implementation project and do not alter or replace the CareMaster Platform Terms, which govern:

Licensing
Subscription billing
Ongoing support
Use of the CareMaster Platform

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Frequently Asked Questions

How long do demonstrations for CareMasters NDIS software go for?

The duration of NDIS software demonstrations can be influenced by various factors, such as the depth of presentation, the extent of each feature showcased, and the time allocated for addressing audience questions. Typically, most demonstrations can last anywhere from 45 minutes to 90 minutes. Demonstrations may, in turn, be split over multiple meetings to accommodate staff availability and the need for in-depth feature demonstrations, especially for large Providers.After submitting an online or phone inquiry, the CareMaster team will get in touch with you. They will conduct a series of inquiries to understand the size and scope of your NDIS Provider business, identify any bottlenecks or challenges your business is currently facing, and ascertain the attendees for the demonstration. Based on this information, a CareMaster team member will determine the suitable timing and availability for an online meeting to showcase CareMasters’ capabilities.

What is covered in a NDIS software demonstration?

An NDIS software demonstration typically covers a range of topics to provide a comprehensive understanding of the platform’s capabilities and how it aligns with the specific needs of NDIS Participants, service Providers, and support coordinators. The specific topics covered may vary depending on the software Provider and the features offered. However, the following are common topics often addressed in a NDIS software demonstration:

‍Introduction and overview: An introduction to the software platform and its purpose, including how it supports NDIS processes and workflows.

‍NDIS scheme overview: An overview of the NDIS scheme, its goals, and how the software assists Participants and service Providers in navigating the scheme’s requirements.

‍Participant management: How the software allows users to manage NDIS Participants’ profiles, including personal information, disability details, and support needs.

‍Plan management: Demonstrating how the software helps in creating, managing, and tracking NDIS plans for Participants, including goal setting and progress monitoring.

‍Support coordination: How the platform assists support coordinators in coordinating and managing the delivery of supports and services to NDIS Participants.

‍Service provider management: How the software facilitates managing service Provider information, contracts, and service agreements.

‍Service delivery and reporting: How the platform allows service Providers to record services delivered, track progress, and generate reports for NDIS claims and compliance.

‍Budgeting and financial tracking: Demonstrating how the software enables Participants and plan managers to track budgets, invoices, payments, and funding allocations.

‍Integration and data security: Explaining how the software integrates with existing systems, ensuring data security, and maintaining NDIS compliance.

‍User interface and navigation: A walkthrough of the software’s user interface, demonstrating how to access features, search for information, and perform common tasks.

‍Mobility and accessibility: Highlighting any mobile app capabilities or accessibility features that allow users to access the platform on various devices.

‍Support and training: Explaining the support services offered by the software Provider, including training resources and customer assistance.

‍Q&A and interactive session: Allowing attendees to ask questions and seek clarification on specific features or workflows.

It’s essential for the software demonstration to be tailored to the audience’s needs, whether they are service Providers, support coordinators, or decision-makers. This ensures that each group understands how the software can benefit them and contributes to a successful adoption of the platform within the NDIS ecosystem.

Who should attend an NDIS software demonstration?

Due to CareMaster’s extensive capabilities in assisting with the management of Provider businesses, a wide range of professionals and departments can significantly benefit from both the software and a tailored demonstration showcasing how it streamlines daily activities. CareMaster’s scalability allows businesses of various sizes, from a single worker to those with 250+ employees, to effectively utilize the NDIS software based on their specific requirements.

Our team at CareMaster values open communication with your business representative to gain insights into the professional disciplines attending the demonstration, as well as their specific needs and interests. This ensures that the NDIS software demonstration precisely targets and addresses the unique requirements of each Provider.

The following professionals and departments are among those who can benefit from the CareMaster NDIS software and its tailored demonstration:

Business Owners
Department Managers
Administrators
Payroll Officers
Support Coordinators
Support Workers
Operational Staff
Human Resources
Accountants

By understanding the roles and interests of each attending professional, we can ensure that our NDIS software demonstration is on point and effectively meets the diverse needs of your organisation. Our goal is to demonstrate how CareMaster empowers businesses to optimise their operations and enhance efficiency across various departments.

What is the key objective of an NDIS software demonstration?

The key objective of an NDIS (National Disability Insurance Scheme) software demonstration is to showcase the features and functionality of the software platform designed to support the NDIS scheme and its Participants.

During a software demonstration for NDIS, the primary goals are:

‍Understanding the platform: The demonstration aims to provide a comprehensive understanding of how the software platform works, its user interface, and navigation. It should familiarise potential users, such as service Providers, support coordinators, or Participants, with the layout and features.

‍Highlighting NDIS-specific features: The software demonstration should emphasise how the platform aligns with the requirements and guidelines of the NDIS scheme. It should showcase features that cater to the specific needs and workflows of NDIS Participants and service Providers.

‍Demonstrating core functionality: The demonstration should cover the core functions of the software, such as participant management, plan management, billing and invoicing, reporting, and compliance tracking. This helps potential users understand how the software can streamline their processes and enhance their efficiency.

‍Addressing participant and provider needs: The demonstration should demonstrate how the software addresses the needs of NDIS Participants, enabling them to manage their plans effectively. It should also showcase the benefits for service Providers, simplifying service delivery, documentation, and reporting.

‍Ensuring compliance and security: Demonstrations should highlight the software’s compliance with NDIS regulations and security measures to safeguard sensitive participant information and maintain data privacy.

‍Answering questions and concerns: The demo should be an interactive session where attendees can ask questions and seek clarification on specific features, workflows, pricing, and support services.

Overall, the NDIS software demonstration aims to help potential users evaluate whether the software meets their needs, enhances their NDIS-related processes, and supports their efforts to improve the lives of people with disabilities.