Telephone Support

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.