What counts as urgent, and how to escalate
Urgent means the business has stopped or there is a security risk in progress. For those, phone 1300 904 635 rather than emailing — a phone call reaches an engineer immediately.
Step-by-step troubleshooting
- 1
Decide whether the business has stopped
No internet at a site, a server or key line-of-business system down, payments not processing, or a whole team unable to work all count as urgent.
- 2
Treat any security concern as urgent
Suspected ransomware, files renamed en masse, a clicked phishing link, credentials entered on a fake site, unexpected MFA prompts, or a lost or stolen device. Phone us — do not email and wait.
- 3
Phone, don't email
Call 1300 904 635. Email is monitored during business hours, but a call gets straight to an engineer who can start work while you talk.
- 4
Give us the impact first
Lead with what has stopped and how many people are affected, then the detail. That is what we use to triage against everything else in the queue.
- 5
Don't try to fix a security incident yourself
Leave the device on but disconnect it from the network if we ask. Do not delete files, reinstall or run cleanup tools — that destroys evidence we need.
- 6
Use the support portal for everything else
Non-blocking issues, requests, new starters and questions belong in the portal or an email so they are tracked and scheduled properly.
Contact us straight away if…
- Suspected ransomware or a live security incident.
- A site or server outage affecting the whole business.
- A lost or stolen laptop or phone with work data on it.
Include this in your ticket
- What has stopped working and since when
- How many people and which sites are affected
- A direct contact number for the person on site
- Anything already tried or changed
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
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