|
Network Operations Centre
When logging a support call with the Servers Australia NOC the following procedure should be used:
The NOC can be contacted by one of the following methods:
Phone: 1800 248 478 or (02) 9037 4343
E-Mail:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
If you have an urgent request you can submit a ticket to
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
24 hours a day or call 1800 248 478 and we will respond to the request immediately.
For all non urgent requests, please e-mail
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
and we will process the ticket in the order they are received, the response time is generally no longer than 1 hour and we encourage you to call us if you do not receive a response from us within a reasonable time.
When creating a support request please make a NEW ticket with the appropriate subject line, and if it is urgent please advise this in the subject line where possible.
Emergency smart hands can be requested over the phone or via e-mail to the NOC, please have your account password ready when logging a request so that we will be able to assist you and log the smart hands as quickly as possible.
The NOC can only deal with the following issues:
- Network related issues such as routing, packet loss and congestion issues
- Data Centre access requests to Equinix SY1 and SY2 and SAU-DC1.
- Connectivity issues to a dedicated server or co-located server
- Smart hands requests
The NOC cannot deal with the following issues:
- Billing issues or payments
- General shared web hosting support
- New orders and provisioning
- Sales / new service orders
- Domain name registrations and issues.
|
