For existing clients

Customer support portal

Raise a request against your service agreement, see exactly what each priority commits us to, and get a reference number back. Everything logged here is monitored against your SLA — unlike the general enquiry form.

All monitored systems operational Service desk 24×7 for P1 & P2 P1 phone: (02) 5550 1411

Raise a request

Log it with the service desk

One screen. The clock starts when this lands, not when somebody gets to it.

Organisation *

Client reference

Your name *

Work email *

Callback number *

System affected *

How badly is this hurting? *

P1 — CriticalA whole site or a business-critical system is down. No workaround. P2 — HighSignificant degradation, or a whole team blocked. A painful workaround exists. P3 — MediumOne person blocked, or a non-critical system degraded. P4 — LowA request, a question, a small change or a new starter.

How many people are affected?

What is happening? *

— Choose a priority to see what we commit to

Priority is set by business impact, not by how loudly it was reported. If we disagree with your assessment we will escalate it rather than quietly downgrading it.

Response—

Restoration target—

Cover—

Request ACM-000000 would have been raised

This is a demonstration site for a fictional company, so nothing was transmitted and no engineer has been paged. On a real deployment you would have this reference by email within a minute, and the response clock would already be running.

If it is a P1, phone

Do not wait on a form

A whole site down at 2am is a phone call. The line is answered by an on-call engineer, not an answering service.

(02) 5550 1411

24×7, every day of the year

Portal hours

P1 & P224×7

P3 & P47am–7pm AEST

Reception8am–6pm AEST

Bronze tier is business hours across all priorities. Check your agreement or ask your service delivery manager.

Not a client yet?

This portal is for organisations with a support agreement. If you are looking for help and do not have one:

Request a discovery Send a general enquiry

Reference

What each priority commits us to

The same table as the managed services page, repeated here so you do not have to leave the portal to check it.

Priority	Response	Restoration target	Cover	Escalation
P1 — Critical	15 minutes	4 hours	24×7	Delivery Director at 2 hours
P2 — High	1 hour	8 business hours	24×7	Service Delivery Manager at 4 hours
P3 — Medium	4 business hours	3 business days	7am–7pm AEST	On request
P4 — Low	1 business day	10 business days	7am–7pm AEST	On request

Response means an engineer who can act, not an automated acknowledgement. Where a fix depends on a vendor we cannot control, that dependency is named in the incident record rather than used as a reason the clock stopped. Every P1 gets a written post-incident review within five business days.

Using the portal

Common questions

Nothing bad. Triage confirms priority with you within the response window, and if we think it is more serious than you marked it, we raise it. We will not silently downgrade something to make a report look better.

Incidents, small changes and advice all draw from the same balance. What does not draw down is proactive work included in your tier — monitoring, the patching cycle on Silver and above, and the service review itself.

On a real deployment, yes — the portal shows open tickets, history and the remaining hour-bank balance, and the same figures appear in the monthly service report. On this demonstration site there is no account to sign in to.

Anyone you nominate as an authorised contact. Most clients nominate their whole IT team plus a handful of site managers. Changing that list is a P4 request, not a contract variation.