General Support
Our standard business hours are from 8:30 AM to 5:30 PM, Monday to Friday. During these hours, our support team is available to assist with all inquiries, including both critical and non-critical issues.
Business hours support is designed to assist clients with routine, non-urgent, and critical requests alike. Our support team is available to help resolve issues that impact your business operations, provide guidance on service configurations, and answer any questions you may have regarding our services.
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 support@hostednetwork.com.au
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.
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.
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