Help when you need it, from engineers who know your environment
One number, one ticket, one owner. Business-hours helpdesk with 24/7 cover for critical outages, and response targets we report against every month.
Every way to reach the team
Pick whichever channel suits the issue — every request lands with the same engineers and the same response targets.
Share your desktop
Give an engineer temporary access to your screen for hands-on troubleshooting.
Common questions about support
Our standard response time is within 4 hours for business-hour tickets. Critical and high-priority issues receive a 1-hour response guarantee, with emergency escalation paths available when the business cannot wait.
We provide both. Many issues are resolved faster through remote support, while hardware, network, rollout, and infrastructure tasks can be handled on-site when the situation requires it.
The helpdesk operates Monday to Friday, 8:00 AM to 6:00 PM AEST. Critical outages are covered 24/7 through the emergency line on 1300 660 368.
Every ticket is visible in the client portal with its priority, owner, and status. You can add updates there, or reply to the ticket email thread at any time.
Technology prosperity review
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