Customer Support

In order to log a service call with SureBridge IT, please contact us and provide the information detailed below. Once the service call has been logged, it will be escalated to an appropriate support person who will respond to your request for assistance. If you have any subsequent issues or queries, please call us on the number below and quote your case number.

1300 724 645
For Service and support please call the above number.
Business Hours, Monday to Friday
EMAIL
You May also place a service call by e-mail (8:00am to 5:00pm; Monday to Friday excluding public holidays)

If the matter is urgent please telephone 1300 724 645 to ensure immediate response to your issue.

To log a service call please endeavor to have the following information ready:

Company Name: Confirming our records
Contact Name: The contact name for this request
Contact Details: Phone number, including area code and extension, email address, site address for this call
Problem Type: Hardware or Software
Product: Hardware: Manufacturer, Model and Serial Number
Software: Manufacturer, Type Release/Version
Problem: A brief and concise description of your problem or enquiry
Priority: Rate the problem according to the priority table below
Call Tracking Number: You will be provided with a tracking number, which you should note for future reference. Should you have any reason to contact us in relation to this call, please quote the tracking number.

Problem Priority Table:

Priority	Description	Impact
HIGH	SYSTEM DOWN	The system is incapable of performing the basic core functions required by your business. The system will not boot/initialise, or a major function you require is unusable.
MEDIUM	SYSTEM IMPAIRED	A major piece of system functionality is inoperative. This functionality is not mission-critical and your business can continue to function in a degraded mode or at a reduced level of productivity.
LOW	SYSTEM ERROR INFORMATION REQUEST	There is an error or defect in some system component with, at most, a minor impact on your business. You need information regarding proper system operating procedures or other information.