Getting Support

Business Hour Support

Our business hours support is designed to assist with routine, non-urgent, and critical requests. The support team is available from 8:30 AM to 5:30 PM, Monday to Friday, to resolve issues impacting business operations, provide guidance on service configurations, and answer any questions regarding our services. During these hours, we handle all inquiries, prioritizing both critical and non-critical issues efficiently.

Support Request Process

For assistance during business hours, clients can reach our support team via the following methods:

• Call our support line on 1300 781 148

• Submit a ticket via the Partner Portal

• Email [e-mail]

Calls to the support line will be routed to a member of our support team, ensuring prompt attention to your request.

Tickets submitted via the Partner Portal or email will be reviewed and addressed within standard response times.

Our standard business hours are from 8:30 AM to 5:30 PM, Monday to Friday. Support requested outside of these hours is considered after-hours support and is for emergencies. This summary outlines what qualifies as an emergency, the process for accessing after-hours support, and the expectations for response times.

After-Hours Support

After-hours support is designed to provide immediate assistance in critical situations that significantly impact your business operations. This service ensures that urgent issues are addressed promptly to minimize downtime and maintain continuity of service. It is not intended for routine or non-urgent requests, which will be managed during standard business hours.

24/7 Emergency Support Availability

For emergencies, such as a complete service outage, clients should call our support number instead as well as submit a ticket via the Partner Portal or [e-mail]. Calls via the support line are routed to our paging service, which will notify an on-call engineer. The engineer will respond within 15 to 30 minutes, ensuring that urgent issues receive timely attention.

What Qualifies as an Emergency?

Emergencies are defined as critical incidents that disrupt your ability to operate effectively, such as:

• Complete service outages

• Failures that cause significant business disruption or loss of functionality

Examples of non-emergency issues include:

• General inquiries, such as how to set up or modify a service

• Configuration changes that do not impact service availability

• Minor service issues that do not impede business operations

Non-emergency requests will be logged and prioritized for resolution during standard business hours to ensure that resources are available for critical support needs.

Cost and Billing

There are no additional charges for after-hours emergency support; however, it is strictly reserved for urgent issues that meet the emergency criteria outlined above. Non-critical requests addressed outside of business hours will be deferred until the next business day to ensure efficient and effective support resource management.

Expectations and Responsibilities

• Response Time: An on-call engineer will respond within 15 to 30 minutes for qualifying emergencies.

• Non-Critical Requests: Issues that do not meet the emergency criteria will be queued for standard support during business hours.

• Communication: Accurate reporting of the issue and its impact on business operations will help us prioritize and respond appropriately so please provide as much information when calling our support line as possible.

Please note that a call must be made to receive after hours support; only submitting a support ticket/email request will result in your issue being reviewed the following business day.

By following this process, we ensure that urgent issues are handled swiftly, and non-critical requests are managed efficiently, maintaining high-quality service for all our clients.

Escalations

For more complex issues or those that require immediate attention, clients can refer to our escalation matrix, which is available via the Partner Portal. This matrix outlines the process for escalating support requests to higher-level engineers or management when needed to ensure timely and effective resolution.