In the unlikely event something breaks, our Network Operations Centre (NOC) has your back.
When can you contact support?
You can contact the support team Monday to Friday, from 8am until 6pm AEST/AEDT. For ‘priority 1 incidents’, we’re available 24/7 365 days a year.
How do we support you?
We’ll provide support remotely, via phone, email, web portal or on-site
We love tackling your most difficult connectivity
challenges and we’re committed to setting the bar for peak performance.
We’re always looking for an excuse to visit you on-site! Where it makes sense, we’ll come to you!
Whether you prefer phone calls, email or web portal, choose how you sing out for help, and we’ll be there.
Your success is our success. That’s why you can contact us 24 hours a day, 7 days a week, 365 days in the year for serious issues.
We’ve quantified what ‘great service’ looks like. You better believe these are the most important numbers in our business.
Description | Target |
Service availability | 99.9% |
Answer a call during business hours | 2 mins |
Answer a call after business hours | 10 mins |
Respond to initial email request | 1 hour |
Provide an update | 10 business hours |