Can we look at your problem straight away?
WITH AN IT CONTRACT
If you’re on a premium agreement, here’s an idea of how fast we’ll be:
| Priority | Example | Response Guarantee | Response Target |
| CRITICAL | Entire Company Offline | 2 Hours | 15 Minutes |
| HIGH | Entire Department Offline | 4 Hours | 1 Hour |
| MEDIUM | User / PC Offline | 8 Hours | 4 Hours |
| LOW | New User Setup / Maintenance | 16 Hours | 8 Hours |
Shown in business hours.
After hours support is not included.
WITHOUT AN IT CONTRACT
Is after hours support included?
No, after hours support is never included unless you have a special provisions in your support contract. If we took support calls 24 hours a day, none of our staff would sleep and our support charges would be far higher.
We support businesses, during business hours.
We realize that sometimes there are emergencies that can’t wait, so we have an after-hours on-call service. But just keep in mind, that this costs a little extra.
I'm not in Queensland, what time zone are your helpdesk hours in.
Our helpdesk is manned in Queensland time as our headquarters is located in Queensland.
Monday to Friday 8:30AM – 4:30PM
We do not currently cater to daylight savings time.
