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 2022 Holidays where support will be delayed:
- Thursday 23rd of June and Friday the 24th of June
- Monday the 8th of August (QLD public holiday)
- Monday the 3rd of October (QLD public holiday)
- Thursday the 13th and Friday the 14th of October (TRP conference – see you there!)
- Monday the 26th of December to Monday the 2nd of January 2023 (Christmas)
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.