Our support team is available 24/7, 365 days a year for emergency phone support. You can always count on your service desk technicians to help with quality expertise and remote troubleshooting solutions. Emergency startup guidance is available exclusively in English.
HOW TO CONTACT SMB SOLUTIONS SUPPORT:
There are two ways to contact your SMB Solutions support specialists:
- Opening a Support Ticket.
- Making an Emergency Call.
OPENING A SUPPORT TICKET
There are two ways to open a support ticket: by email or through the SMB Solutions Service Portal. We guarantee a 30-minute response time for all support tickets. This is the best method of support for normal working hours from Monday to Friday.
Please be sure to have the following information ready:
- Your name and phone number.
- A list of users or databases impacted.
- Screenshots of error messages.
- The exact time and date of the error.
- A description of how the error impacts performance. What still works and what doesn’t?
- Any troubleshooting approaches or workarounds you have already tested.
With this information, SMB Solutions can resolve the ticket quickly and professionally. For optimal results, open the ticket as soon as you notice an error and set the ticket priority to the appropriate level.
The SMB Solutions support team will send all email updates to the user who opened the ticket.
For more information on how to use the service portal, check out our blog post here.
MAKING AN EMERGENCY CALL
In the case of catastrophic technical failure, contact SMB Solutions support by phone using our hotline number and select the support option. The contact number is 1300 442 059.
SMB Solutions support will always prioritise emergency calls over in-system support tickets. Because the support team diverts resources from other users to handle emergencies, users should only call the emergency hotline when a live (productive) environment is completely down – not for changes or updates!