Welcome!

It’s great to have you with us – we hope this is the start of a partnership that will last many years.

Our role

Sigmatech is your IT support helpdesk, and services provider.

Anytime you have an IT problem, need advice, or are purchasing equipment or services, please contact us. Some of our services include:

  • On-site & remote technical support.
  • Procurement of software licences and hardware like computers, peripherals, printers, networking, and more.
  • Cloud services such as Office 365 and server infrastructure.
  • Digital phone PBX systems, handsets, headsets, softphones, and fax services.
  • Internet connectivity via Fibre, NBN, or LTE/4G wireless.
  • Backups, and cyber-security such as antispam, antivirus, and ransomware protection.
  • Website hosting, domain registration & DNS management

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

How to get help

Phone 1300 724 817

  • 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, and a technician will call you back.

Email support@sigmatech.com.au

  • Our inbound email is automated, so requests are actioned in the order they are received.
  • 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.

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:

  • Critical Priority – Action within 1 hour
  • High Priority – Action within 12 hours
  • Standard Priority – Action within 72 hours (Default)

Note that the above are ‘maximum’ timeframes – we may act quicker if resources are available.

  • Requests lodged by email are always assigned to ‘Standard’ priority.
  • If you have a ‘High’ or ‘Critical’ priority request, please call our helpdesk on 1300 724 817.

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

Our helpdesk team will action requests between 8:00am and 5:00pm AEST, Monday to Friday.

Emergency phone support is available outside of the above timeframes. A flat fee of $300 ex may apply depending on the nature of the work required.

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 make a complaint.

Thank you

Thanks for taking the time to read this, and once again, welcome!

Kind regards,
James Doble
Founder