Use "Urgent" sparingly

We've recently had a large influx of tickets with Urgent in the title. 

We kindly ask that this is reserved for emergencies. When everything is urgent or high, it is hard for us to triage emergencies from others. 

Thank you,


Helpdesk Hours

Helpdesk is monitored from 9am to 4:30 pm Monday to Friday (AEST Melbourne)
If you computer is completely dead or you require assistance outside these hours, please contact 

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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