We build secure, reliable, and easy-to-use systems for our clients.

Technical Support

Support Action Timeframes

When you have a problem, we understand that it’s vital to get action immediately. As a Sigmatech customer, you can choose the priority of your support request:

• P1 Critical – Action within 1 hour – Entire business unable to operate. Core systems are completely down with no workaround available.
• P2 Urgent – Action within 3 hours – A department or critical business function is down, multiple staff are affected. Significant impact to operations.
• P3 High – Action within 6 hours – Work is impeded but not stopped, or a single user is affected.
• P4 Standard – Action within 16 hours – Limited operational impact, or a workaround is available.
  
• P5 Low – Action within 72 hours – Informational monitoring alerts, minor inconveniences.
• Work Order – Planned tasks such as new user setups, equipment provisioning, or project enquiries. These are not incidents requiring reactive support.

Note that the above are ‘maximum’ timeframes – we may act quicker if resources are available. All times refer to business hours.

How to get help

By phone to 1300 724 817

• For lodging Critical or Urgent priority requests.
• Our helpdesk team will ask for your name, company name, and the details of your request.
• You’ll receive an email autoreply within 15 minutes, to confirm our receipt of your request.
• Our technician will call you back.

By logging onto our helpdesk portal

• Recommended for Standard or High priority requests.
• You can also view previous requests and add notes.
• Please email us to request portal access for you or your team.
• Log in by visiting https://sigmatech.itclientportal.com/

By email

• To support@sigmatech.com.au for Standard priority requests.
• To support-high@sigmatech.com.au for High priority requests.
• If you have multiple requests, please put each one in a separate email. This helps us track each item separately and ensure nothing is missed.
• You’ll receive an email autoreply within 15 minutes, to confirm our receipt of your request.

If you need to increase the priority of your request

Please call us on 1300 724 817 and ask for the priority to be raised.

Correspondence

While our technicians are working on your request, you’ll receive updates via email. You can reply to these emails to add more information, or to cancel your request.

We may also call you if we need to connect to your computer to perform troubleshooting.

Completion

Once your request has been completed, our team will mark it as done, and you’ll receive an email to let you know. If the problem is not fixed, or your request wasn’t completed, please reply to the email and we’ll re-open it.

Business Hours

Support requests can be lodged by:

• Phone between 7:30am and 5:00pm AEST, Monday to Friday.
• Email & portal 24 hours, 7 days a week.

Our helpdesk team will action requests between 7:30am and 5:00pm AEST, Monday to Friday.

Best-effort emergency phone support is available outside of the above timeframes by ringing 1300 724 817 and following the prompts. An additional charge of $300 per request may apply, depending on the nature of the fault reported. We will advise you on the call prior to proceeding with any charges.

Satisfaction guarantee

We’re committed to offering IT services with exceptional skill and the best customer service.

If you feel that we haven’t met your expectations, please do let us know by emailing guarantee@sigmatech.com.au or calling us on 1300 724 817 and asking to speak to James Doble.