This article explains when the synfo service desk is available, what happens outside those hours, and how we decide which tickets are dealt with first. Read it if you're wondering how quickly to expect a response, or whether your issue should be a phone call.
Service desk hours
The service desk runs 8:30am to 5:30pm, Monday to Friday, Australian Eastern Time.
Underneath that, our NOC (network operations centre) monitors your infrastructure 24 hours a day, 7 days a week.
What happens after hours
- Tickets you log after hours are recorded automatically and actioned on the next business day. You'll still get your reference number straight away.
- Critical infrastructure alerts picked up by our monitoring page an on-call engineer, even after hours.
- Extended-hours cover for your staff is available as an add-on. Talk to your account manager if your business needs it.
How priority works
Every ticket is triaged by our dispatcher, who sets its priority based on two things:
- Business impact: how many people are affected, and how much it stops work. One person's printer is lower impact than the whole office being unable to get to email.
- Urgency: how quickly the impact grows, and whether there's a deadline or a workaround.
Your response targets for each priority are set out in your organisation's service agreement. The full priority matrix and SLA targets are on the Service Desk & NOC page. You can see the priority of any open ticket in the Client Portal.
What counts as urgent
Phone 1300 079 636 rather than emailing when:
- A system the whole business or a team relies on is down.
- You suspect a security incident, such as a compromised account, a suspicious payment request or a device that's been lost or stolen.
- You can't reach email or the synfo agent to log a ticket.
A suspected security incident is always a phone call. After calling, follow up by email to support@synfo.com.au with P1 in the subject so there's a written record.
For everything else, email or the synfo agent is faster and keeps a clear record. See log a support ticket.
How to escalate a ticket
If a ticket isn't moving the way you need, or the impact on your business has changed:
- Reply to your ticket email asking for escalation, and explain why (for example, more people are now affected, or a deadline is close).
- Or contact your account manager directly.
- If you don't know who your account manager is, email support@synfo.com.au with escalation in the subject and the service manager will pick it up.
Still stuck?
If you're not sure whether something is urgent, call 1300 079 636 and we'll help you decide.