24x7 Helpdesk Hotline – 1300 881 285
Email Support – helpdesk@sentrix.com.au
To help us process your support request in the quickest and most efficent way, please ensure you have the following information ready:
- The name of your organisation
- The address of the site which the problem exists
- Contact person
- Contact phone number
- A brief and concise description of the support query
- The severity of the problem (see below for rating of fault priority rating system)
- Reference number if this is a repeat support request
|
Priority |
Definition |
Example |
|
Emergency |
All users on a site unable to work |
• Virus Outbreak
• Email server failure
• Server crash
• Network failure |
|
Urgent |
1 user unable to work or all users greatly inconvenienced |
• Virus Outbreak
• Email server failure
• Server crash
• Network failure |
|
High |
1 user unable to perform a single
function or experiencing
inconvenience |
• Application fault
• File unavailable |
|
Normal |
General question, enquiry or problem
that does not effect any users ability to work |
• How do I…?
• How much would …cost? |