Contacting Support

Authorised users can log requests with the Service Desk. Use the following information to log and prioritise tickets for a timely response.

How to log a support request

To ensure a timely response, please select the best method of contact according to the priority and time of day.

Managed Service Support clients can log tickets by phone, email or online. If your issue is urgent, or occurs after hours, check the best method of contacting us for the fastest response.

How to choose the right priority

Incident and service request priority determine the target response and resolution times. The following table demonstrates how to use impact and urgency to select the right priority for a support request.

Level	Definition	Description
1	Critical	High Impact/High Urgency Major System Failure affecting large or critical parts of the organisation;
2	High	High Impact/Medium Urgency; Medium Impact/High Urgency System Failure with some sections of the organisation affected or a significant threat of affecting large parts of the organisation;
3	Medium	Low Impact/High Urgency; Medium Impact/Medium Urgency; High Impact/Low Urgency Partial loss of service to a small group of users or individual;
4	Low	Low Impact/Medium Urgency; Medium Impact/Low Urgency
5	Very Low	Low Impact/Low Urgency