How do I access technical support?

If you have a technical enquiry or issue, please submit a help ticket and one of our friendly staff will respond to your request. 

Please note, our 24/7 help desk is only for technical support, not general software usage support. Please contact your Client Engagement Manager to arrange non-technical assistance. Our 24/7 Help Desk is closed on Public Holidays.

Service Priority Levels

Priority 1 incident	Our systems, processes or operations are critically affected by a defect or incident in the Software
Priority 2 incident	Either: some of our systems, processes or operations are critically affected by a defect or incident or if a defect or incident continues there is a likelihood that it could cause a serious disruption to our systems, processes or operations
Priority 3 incident	A non-critical defect or incident in the Software affects our systems, processes or operations, but normal processes and operations are able to continue with minimal disruption
Priority 4 incident	A standard Help Desk request where there is no impact on software functionality or to your end-users

Service Level Targets

	Priority 1	Priority 2	Priority 3	Priority 4
Response Time	30 minutes	2 hours	4 hours (average for 2019/2020 23 minutes)	2 hours (average for 2019/2020 12 minutes)
Resolution Time	12 hours	24 hours	SLA: 72 hours (average for 2019/2020 247 minutes)	SLA: 24 hours (average for 2019/2020 98 minutes)