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Critical Support & Help.

Engage Australia Support & Escalation Procedures

Call - 1300 855 510 (24/7 365 Critical Support)
Email - operations@engage-au.com (Australian Business Hours)

Information below outlines when and how you should use the Operations Support Line.

Support Options

There are 3 options on the Operations Support Line

  • Option 1 is for Critical Service Failures and is available 24 x 7, 365 days a year
  • Option 2 is for Non Critical Service Failures, and is available during office hours, Monday to Friday, excluding public holidays
  • Option 3 is for Provisioning and Service Set Ups, and is available during office hours, Monday to Friday, excluding public holidays

Service Levels

There are two defined severity levels for the Operations Support Line as follows:

  • 1. Critical Service Failures: A Critical Service Failure has major service impact. E.g. Connection via the Engage platforms is not being established and service is unavailable. This is available 24 x 7, 365 days a year and should only be used by existing clients when experiencing a critical service failure.
  • 2. Non Critical Service Failures: Non Critical Service Failures including minor faults that pose minor service impact. E.g. Statistical reporting issues, logs not available or not updated, username and passwords not working. Or where there is no Engage fault or no service impact. E.g. Service enhancements, information settings, user not able to use product. This is available during office hours, Monday to Friday, excluding public holidays

Contacting Operations Support

In addition to using the Operations Support Line, all Level 1 and Level 2 issues should also be raised by email to operations@engage-au.com supplying the following information:

  • Affected Service: [PSMS, Non PSMS, 190 Service, Live Connection Service, Credit
    Card Payment Processing etc]
  • Description of Problem: [Short description of problem]
  • Service Number: [The number the service is running on]
  • Time of Fault: [Approx. time the problem started to occur or occurred]
  • Contact Details: [Name & number of contact]
  • Additional Information: [Any other information that may help with the fault
    resolution, including details of test numbers you may have used to replicate the
    fault]

Where a client contacts out-of-hours support for issues which are not a Critical Service Failure, Engage reserves the right to charge an Out-of-Hours Service fee of $250 per contact made.

Response Times