How support works for Brisbane clients
Your team raises a ticket by email, phone, the synfo tray agent or the Client Portal. A triage engineer prioritises it against our published SLAs and a named engineer takes ownership. Most issues, from Microsoft 365 and access problems to software, printers and new starters, are resolved over an encrypted remote session that your staff approve and can end at any time.
When something needs hands on site, such as failed hardware, network equipment or an office move, we arrange a visit. How on-site work is handled for your locations is agreed and written into your agreement up front, not worked out in the middle of an outage.
Our hours in Queensland time
Queensland doesn't observe daylight saving, and Victoria does. Our service desk runs 8:30am to 5:30pm Monday to Friday on Melbourne time, so what that means on a Brisbane clock changes during the year:
| Period | Service desk hours (Brisbane time) |
|---|---|
| Victorian daylight saving (first Sunday in October to first Sunday in April) | 7:30am to 4:30pm |
| Rest of the year | 8:30am to 5:30pm |
| NOC monitoring | 24/7, all year |
In summer that gives early starters support from 7:30am. Business-hours SLAs are measured excluding Victorian public holidays, which don't always match Queensland ones, and severity-1 alerts outside business hours always go to our on-call rotation. The full SLA table is on our Service Desk & NOC page.
Same engineers, same SLAs and same tooling as our Melbourne clients. The only differences are the clock on the wall and how on-site visits are arranged, and we'll spell both out before you sign.