Overview
inTechnology offers 3 levels of support service to Resellers, Channel Partners and End-users under the inTechnology Support Services (ISS). The following details the services available:
GOLD – 9am to 5pm Monday to Friday Australian EST
PLATINUM – 24 hours – 365 days
MAINTAIN - The ISS Maintain range represents a complete suite of hardware maintenance upgrade packages. These can be used to further enhance the ISS range and guarantees an onsite engineer with hardware.You can choose the option that would best suit your requirements.
InTechnology provides one direct point of contact for Technical Support, to deal with all aspects of your service. The Technical Support team takes full responsibility for supporting and logging problems and technical support queries. Their specific role is to ensure that all support queries are answered and resolved as promptly as possible. They will issue you a unique call ID number and the support analyst will then deal directly with your query.
The call ID number MUST be quoted at all times when liaising with Technical Support. Please note that a fix may not actually be resolved during the first call, dependent on the nature of the problem. inTechnology do have a commitment to responding to urgent calls as a priority (please refer to the fault severity table - section 3), and we will continue to refine our support systems to improve our response and resolution times.
The help of our customers is essential in delivering an efficient support service. So whilst Technical Support do acknowledge that all customer queries are important, if your enquiry is not of an urgent nature (e.g. you require information or advice on a matter), it would be of great help to the Technical Support team if you could make them aware of this on initial contact.
Depending on the support query, Technical Support will escalate to the relevant departments to ensure you receive the most efficient and detailed response possible.
Our support engineers follow our Support Call Flow Process and Call Escalation Process, and if they are unable to rectify the situation, they will escalate it to the appropriate specialised team.
If a support call is not responded to within the requested time slot the Support Manager will be notified in accordance with the escalation process. With priority calls Technical Support can, if requested, update the customer with any changes at more regular intervals.
If you have any comments or suggestions please do not hesitate to contact the inTechnology Technical Support Management Team -at
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, or by telephone on +61 7 5699 9800.
Logging a support call
The Technical Support operation can be contacted on-line, by telephone or email and this is based on your support agreement purchased. When you contact inTechnology with a support call, we require information to assist in logging calls efficiently.
Contacting Customer Support by Telephone
Contact Technical Support by telephone on +61 7 5699 9800 with the following information:
1) Customer name and address
2) Which inTechnology service your call relates to
3) Whether the call is an existing or new call - if existing quote call reference number
4) Brief description of problem or query
5) Your perceived severity of the fault (please refer to the fault priority table).
Your call will then be logged (or updated), and your unique call ID number confirmed. A support engineer will then deal with your call directly.
Contacting Technical Support by E-mail
Alternatively contact Customer Support by email at
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with the following information:
1) Customer name and address
2) Which inTechnology product/service your call relates to
3) Whether the call is an existing or new call - if existing quote call reference number
4) Brief description of problem or query
5) Your perceived severity of the fault (please refer to the fault priority table)
Contacting Customer Support by the inTechnology Customer Support Portal
Once your email has been received you will receive an acknowledgement and be assigned a support engineer, who will deal directly with your query. You will also be advised of your unique call ID number.
If you have any comments or suggestions please do not hesitate to contact the inTechnology Technical Support Management Team -at
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
, or by telephone on +61 7 5699 9800.
Technical support and upgrade contracts are available, please call +61 7 5699 9800 for further information and pricing:
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