Response times
You set the priority when you raise a ticket. If we think it is higher or lower than you marked it, we change it and tell you — and the times below change with it.
Low
A question about how something works, or something you think may have changed.
- First reply
- 1 working day
- Resolved
- 3 working days
Medium
Something that worked before and now does not, without blocking anybody.
- First reply
- 1 working day
- Resolved
- 2 working days
High
Your users cannot do something they need to do.
- First reply
- 4 business hours
- Resolved
- 12 business hours
As well as raising the ticket: Email your project or account lead directly.
Urgent
The service is down, data looks wrong, or something may be compromised.
- First reply
- 2 business hours
- Resolved
- 4 business hours
As well as raising the ticket: Call your project or account lead.
When the clock runs. Business hours are Monday to Friday, 9am to 5pm Sydney time, excluding NSW public holidays. The clock pauses while a ticket is waiting on you. Our hours are Monday to Friday, 9am – 5pm (Sydney).
Cost. Support time is billable. After-hours, weekend, public holiday and on-site support is available only where your agreement covers it — check your support rate card, or ask your account lead.
Things outside our control. Some of what your applications depend on is not ours — hosting, email and messaging providers, the app stores, and whatever else you are connected to. When one of those has an outage or a maintenance window we work with them to get you back up, and we will tell you that is what is happening rather than leaving the ticket quiet. Complex problems can also fall outside these times; where that happens we will say so and agree a plan with you.
Something urgent right now? Call 1300 600 670.