Support & Escalation Procedure

This support line operates 24 x 7, 365 days a year

(Yes, even Christmas day, the engineers love support calls on Christmas day)

Phone: 1300-855-510

(International clients please call +61293790277)

Email: operations.au@oxygen8.com

 

Navigating the Support Line

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

Contacting Operations Support

In addition to using the Operations Support Line, all critical and non-critical issues should also be raised by email to
operations.au@oxygen8.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]