All Spinalogic support is unlimited and delivered primarily by ‘ticket’.
Our Support hours are between 9:00 AM and 5:00 PM AEST exclusive of observed holidays. During the week a support representative will usually respond to your tickets within 24 hours. However you may experience delays around holidays.
Upcoming Holidays where support will be delayed:
- Friday the 23rd of December to Tuesday 3rd of January 2023 (Christmas). Back Wednesday the 4th of January.
- Thursday the 26th of January (Australia Day).
Urgent Support:
Most urgent support is hardware or network related for example your computer is broken or the internet has died. However if you have a mission critical Spinalogic issue outside of support hours please do the following:
1. Send through a ticket
2. Wait for the automated reply that will include your ticket ID, note this down.
3. Send an SMS to: 0400 117 288 with URGENT and the ticket ID.