Our official support hours are Monday through Friday, 9AM to 5PM (GMT+10). Please note: There are no official “standard support”support hours on Saturday or Sunday. However our team will be available for “Priority support” and any emergency requests.
Standard Support
Standard Support is open to clients with active services. During our posted support hours, we will endeavor to respond to all requests within 48 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue. Please note: standard support requests may take longer than 48 hours to receive a response when submitted on a weekend. Our office is closed Saturday and Sunday and therefore that will delay the response time.
Priority Support
Priority Support is reserved for SLA holders only. You would have been provided with an individaul support agreement, support contacts and support proceedures. Please note that Priority Support is still a queue and requests are handled in chronological order from the time they are received based on the criteria listed above. During our posted support hours, we will endeavor to respond to all Priority Support requests within 4 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue.
