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||
|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)|