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Technical Support Response Times
Posted by Shane O'Rorke on 18 August 2012 12:43 PM

We thank all of our customers for their patience and understanding when lodging support tickets with us.  Technical support tickets lodged here are actively addressed by our experienced application engineers, with up to 5 staff reviewing and actioning support issues lodged in this system at any time.

In order to assist you in understanding the ticket priorities, please find below the sort of response times were are working on delivering against based on the ticket priority assigned by you.  Please be aware that, at times, there is a sudden influx of tickets and our reaction time can be impeded.  It may also occur that a particular issue takes a lot longer than expected, which delays our action time on subsequent tickets.  Where tickets have the same priority assigned, they will be done in order of when they are lodged.





1-2 hrs

 Issues that prevent use of the software and without workaround/s


4 hrs

 Causing significant disruption to workflows and productivity. 


8 hrs

 Issues that are moderately impacting on productivity – may have workarounds.


16 hrs

 Issues that have a small impact.  Functional improvements and general design assistance.


If your issue is extremely urgent, please lodge a ticket in the system and give us a call on 1300 254 004 - once you get onto the support or licensing contact, please quote the ticket number to expedite our actioning of your issue.

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