Contact Numbers:
Monday to Friday 8am to 5pm
Closed National Public Holidays
Closed ACT Public Holidays
We recognise that certain issues demand immediate attention. If you’re reaching out to us via phone, we understand it’s likely due to a mission-critical situation that cannot wait for a ticket response. Our team is dedicated to providing swift and effective support, though please be aware of the following points to ensure the best possible service:
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.
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.