If you require urgent support or high-priority support, you can upgrade your ticket for a small fee.
Upgrading your ticket to high-priority will place your request at the top of our support queue.
High-priority tickets are processed before all other support requests.
During business hours, Monday to Friday, 8 am to 6 pm AEST, we aim to respond to high-priority support within 60 minutes where possible.
Outside of business hours, we will respond to your high-priority request as soon as humanly possible.
Follow these steps to upgrade your ticket:
- Log in to our Client Area
- Click on the Tickets tile:
- Click on the ticket you would like to convert to High-Priority
- Look for the Upgrade Ticket panel and click on the button:
- Check you have the correct ticket and then click on the Upgrade button:
- We will issue you an invoice to pay for the upgrade.
- Once the invoice has been paid, your ticket will be upgraded, and our support team will be notified.
