How to get technical support

Step 1: Choose your Priority

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 – Multiple users are affected and no workaround is available. Work is impeded but not stopped.
• P4 Standard – Action within 2 business days – A single user is affected, or a workaround is available. Limited operational impact.
  
• P5 Low – Action within 4 business days – Informational monitoring alerts, minor inconveniences.
• Work Order – Action within 7 business days – 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.

Step 2: Lodge your ticket

P1 Critical / P2 Urgent

Please call us on 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, to confirm our receipt of your request. A technician will call you back.

P3 High / P4 Standard

Please email us at:

• support-high@sigmatech.com.au for High priority requests.
• support@sigmatech.com.au for Standard priority requests.
• You’ll receive an email autoreply within 15 minutes, to confirm our receipt of your request.

Or, use our helpdesk portal by signing in here. If you don’t have a login, email us and we can set you up.

Step 3: 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.

Step 4: 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.

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. We cannot action email replies asking for priority changes.

One request per ticket

If you have multiple requests, (EG: two new staff members) please lodge each one as a separate ticket. This helps us track each item separately and ensure nothing is missed.

* We will do our best to honor your selection, but if your issue does not meet the business impact criteria defined above, we reserve the right to adjust the priority accordingly.

Business Hours

Our standard business hours are 8:30am to 5:00pm AEST, Monday to Friday, extending to 7:30am AEST during Australian Eastern Daylight Time periods.

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.