Telephone Support (limited)
Raise an Incident or Support Ticket
Monday to Friday 9am to 5pm
Closed National Public Holidays
Closed ACT Public Holidays
Calls are triaged by Sebastian, an Interactive AI.
Describe Your Issue:
You can explain the current problem in natural language. The AI will prompt for key details (time of issue, symptoms, business impact etc.) in line with the site’s diagnostic guidelines. It may offer basic troubleshooting advice where appropriate and will then raise a ticket with the information you’ve provided.
Team Transfers:
If you say transfer me or connect me to “sales,” “support,” “accounts” or “onsite support,” Sebastian will recognise the request and transfer you to the appropriate team (Sales Team, Support Team, Accounts & Billing, or Onsite Support).
Raise a Ticket:
Sebastian can capture your details (name, contact number and a description of the issue) and automatically create a support ticket. You will receive confirmation of the ticket number via email or SMS.
Request a Callback:
Ask for a callback when it’s convenient. Sebastian will book a 5–10 minute
After‑Hours Escalation:
If you call outside of business hours, Sebastian can determine whether it’s an emergency. It will either transfer you to the emergency after‑hours support team or lodge an after‑hours callback via a ticket.
AI is a necessity, not a novelty. It serves as a frontline gatekeeper, managing initial enquiries and workflows so our team can concentrate on high-value technical tasks and project delivery, ensuring work is completed on time and to standard.
Our AI can assist you with booking a call-back, raising a support ticket, requesting progress updates on existing tickets, and directing you to the appropriate team—including Sales, Billing, or Support. It can also provide general technical guidance where appropriate. Over time, the system learns from previous interactions associated with your phone number, allowing it to build contextual awareness and deliver more relevant assistance in future communications.
Quick Call Back Request
his call is strictly an initial triage to determine the scope of work required and to raise an official support ticket. Live troubleshooting or issue resolution will not be performed during this call.
We understand that if you are requesting a phone call, the issue is likely time-sensitive or business-critical. This process allows us to quickly assess the situation and ensure your request is assigned to the appropriate specialist for efficient resolution.
Please note the following:
Call Duration:
5–10 minutes maximum
Purpose of the Call-Back:
- Gather essential information
- Define the scope of the issue
- Raise a formal support ticket
- Assign the request to the appropriate Subject Matter Expert (SME)
What to Expect:
- No live troubleshooting or fixes during the call
- No expectation of immediate resolution
- Follow-up work will occur through the standard support process once the ticket is raised
This approach ensures urgent matters are handled correctly, efficiently, and with the right expertise.
Availability of Experts
While we strive to have the right subject matter experts available, there may be times when the specific knowledge required for your issue is not immediately on hand. Our staff is continually trained, but depending on the complexity of your business needs, the perfect match may not be available at the moment you call.
Official Support Channels Only
To ensure the highest level of service, all support requests must be made through the official channels listed on this page. Personal mobile numbers of account managers or staff are not recognized support channels and should not be used or shared for support purposes.
Important Notice: Abusing or distributing personal mobile numbers is a breach of our service agreement and may result in immediate termination of your service contract.
Dedicated Support Manager
If you wish to have a specific and dedicated Support Manager, you may need to lodge an application for a Professional IT Service retainer. This service provides you with a dedicated point of contact who is deeply familiar with your business and can offer personalised support. For more details, please visit our Professional IT Support Services.
Importance of Patience
Patience is crucial in these situations. We are here to help, and your understanding can significantly aid the resolution process. Quick fixes without proper diagnostics often lead to further issues down the line.
Detailed Diagnostics
To provide you with the best possible solution, we must ask several detailed questions. This process ensures we have a comprehensive understanding of:
- Time of Issue Onset: When did the problem first occur?
- Symptoms: What were the symptoms before the issue manifested?
- Impact: How is the issue affecting your business operations?
These details help us pinpoint the root cause accurately, preventing misdiagnosis and ineffective solutions.
On Hold for Consultations
There might be instances where we need to put you on hold to access systems or consult with colleagues handling other urgent calls. Rest assured, this is to ensure we gather the necessary information and resources to address your issue effectively.
Fatigue Management
While you may have had a specific person assist you in the past, we do not condone placing that individual in a situation where they become overburdened. Our team members can experience fatigue, and it is important for all staff to gain experience solving issues for all customers. This approach ensures everyone is well-acquainted with your business and its unique needs, while also promoting a fair and balanced workload.
Additional Support Tips
- Preparation: Have relevant information ready, such as error messages, system logs, and any recent changes made to your setup.
- Calm Communication: Clear and calm descriptions of your issue help us understand and resolve it more quickly.
- Follow-Up: After your call, make a note of any follow-up actions or advice given by our support team to streamline future interactions.
Our goal is to minimise disruption to your business and resolve issues as swiftly as possible. Your cooperation and patience are invaluable in achieving this.
Expected Waiting Times
We strive to provide prompt and efficient support, but certain times of the week can be busier than others. To help manage your expectations, here are our average waiting times:
- Monday Mornings: 15 to 30 minutes
- Tuesday After 3pm: 30 minutes to 1 hour
- Friday 2pm to 5pm: 20 to 45 minutes
- All Other Times: 30 seconds to 5 minutes
We appreciate your patience during these peak periods and assure you that our team is working diligently to assist every customer as quickly as possible. If you encounter long wait times, please consider submitting a support ticket for non-urgent issues.