Helpdesk Hours

Helpdesk is monitored from 9am to 4:30 pm Monday to Friday (AEST Melbourne)

Severity Levels


Represents a partial loss of service with

The fault has high impact to the business and no workaround exists. i.e. The business can run, but is restricted or inhibited.


Minor loss of service. The fault is an inconvenience, which may require a temporary workaround.

The fault has a medium impact on the business. i.e. The business can continue to function, potentially with a temporary workaround.


No loss of service. The result does not impact business operations.

i.e. Requesting a new service, hardware, or change to an existing service that has no immediate effect on the business.


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