Support centre
How to get help, and how fast you will get it
Support is not a mystery queue. Choose the path that matches your situation below, see exactly how issues are prioritised, and what response you should expect at each level. Managed clients' agreements take precedence where they differ.
Report a critical incident
Systems down, suspected breach, ransomware or data loss. Phone the NOC/SOC first so an on-call engineer is engaged immediately, then follow up by email.
Call NOC/SOC 1300 130 514Request remote support
Something is broken on your device and you need an engineer on your screen. Encrypted, permission-based sessions, available around the clock.
Start a remote sessionLodge a ticket
Non-urgent faults, questions, new users, licence changes and planned work. Log it in the service desk, get a reference instantly and track every update online.
Open the service deskSupport email
[email protected]Monitored 24/7/365 across our Australian, New Zealand, United States and United Kingdom teams.
Support phone
1300 130 514State clearly if you are reporting an incident so it is escalated immediately.
Remote session
Connect an engineerEncrypted, approval-based screen sharing for Windows, macOS, iOS and Android.
Managed client support
Existing managed clients raise tickets through their agreed portal or support address, with response targets set in their service agreement and 24/7 monitoring on covered systems.
Urgent incidents
Suspected security incidents, outages and data loss are treated as priority one. Call us and state that it is an incident so it is routed immediately.
Billing and account queries
Invoices, plan changes, domain renewals and licence adjustments are handled by account management during Australian business hours.
New enquiries
Not a client yet? Send through your requirements and we will arrange a scoping conversation with an engineer, usually within one business day.
What can we help with?
The six areas our desk handles most
Email, Microsoft 365 and Teams
Mailbox access, shared mailboxes, spam and quarantine releases, MFA re-registration, mobile mail setup and Teams call quality.
Websites, hosting and DNS
Site outages, SSL certificate renewals, DNS changes, domain transfers, staging deployments and performance problems.
Security, phishing and incidents
Reporting suspicious email, compromised accounts, endpoint alerts, conditional access lockouts and notifiable breach steps.
Phones, VoIP and call routing
Handset registration, call flow and after-hours routing changes, number porting status, voicemail and call recording requests.
Devices, onboarding and offboarding
New starter provisioning, device enrolment, software deployment, hardware faults and secure offboarding of departing staff.
Backups, restores and continuity
Restoring deleted files or mailboxes, recovering a server, testing your recovery plan and reviewing retention settings.
Priority levels and response targets
| Priority | Definition | Response target | Escalation |
|---|---|---|---|
| P1 — Critical | Complete outage, suspected security incident, data loss or anything stopping the business from trading. | Response within 30 minutes, 24/7 for managed clients | Immediate on-call engineer plus service delivery manager notified |
| P2 — High | Major function degraded or a single user completely unable to work, with no workaround available. | Response within 2 business hours | Assigned to a senior engineer, escalated if unresolved in 4 hours |
| P3 — Standard | An issue with a workaround available, or a request affecting one user's productivity. | Response within 1 business day | Queued and updated at agreed intervals until closed |
| P4 — Scheduled | Change requests, new user onboarding, equipment provisioning and planned work. | Scheduled by agreement, typically within 5 business days | Change-managed with a documented rollback plan |
Response target means the time until a person is actively working your issue, not an automated acknowledgement. Resolution times depend on the fault, and we will keep you updated at agreed intervals until it is closed.
You talk to engineers, not a script
Every managed client is assigned a named lead engineer and a documented environment, so whoever answers already knows your servers, your applications and your quirks. We do not run a tiered call centre where your problem is re-explained three times before anyone with permissions looks at it.
- Named lead engineer plus a documented backup who knows your environment
- Monitoring alerts open tickets automatically, often before you notice a problem
- Every ticket records the cause, the fix and the follow-up action
- Monthly reporting shows volumes, response performance and recurring root causes
- Out-of-scope work is always quoted before it starts
Not a client yet, but need help now?
We take on emergency remediation and incident response for organisations we have never worked with before. Call us and describe the situation.