- Support TicketPlease include a brief description, URL, your name and contact details.
If you are submitting a software issue please document the exact steps you take to replicate the issue.
Please provide details on what is occurring rather than stating that "It doesn't work".
Include URL's where we can look at the problem occurring!
Failure to provide this information will extend the time taken to resolve your query.
Goal Resolution Time: is the time to resolve the issue in 99% of cases
Normal support covers any support request you may have. Our policy is to deal with any issues during normal business hours 9am - 5pm (excludes weekends, public holidays), on a first come/first served basis. Staff may adjust priority based upon the issue. Where client specific support is required on a complex or time consuming issue, this may require the purchase of a support plan. This will be assessed at the time support staff review the support request.
Urgent support requests can be submitted at any time, but is ONLY available for critical cases where network connectivity, hosting or ecommerce may be down or non-operational.
Any requests received out of business hours which are not actually urgent will be treated as normal support and dealt with in the course of the next business day.
Out-of-hours Support for non-urgent issues
If you still would like out-of-hours support and we deem it to be for non-urgent issues, this will chargeable at AUD$200 per 30 mins with a minimum callout fee of $450.
Your use of these support services is your consent to the above schedule of fees.
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