As a Siteflex provider, Solutions Outsourced is here to help! Please check out the Siteflex FAQ and Siteflex TV first, as a lot of common questions are answered there.

If you have any further questions, our Siteflex Support team offers free phone and email support to subscribers.
 

What to expect

Our Siteflex Support team is available Monday to Friday, 9am - 5pm AEST and our response time is 1 business day.

Critical issues are attended to as a priority and resolved on a high-priority / best-effort / most available basis.
 

The information we need

To assist in a speedy resolution to your request, an email support request should include the following information:

  1. A brief description of the issue
  2. Whether you see the issue as critical or not
  3. The steps required to replicate the issue
  4. Screenshots related to the issue
  5. The browser URL where the issue exists
     

What is a critical request?

Critical issues mean the entire system is unable to function, for example; the code implementation has failed, the system crashes on opening or users are unable to submit any information to the database.

Critical issues may arise due to 2 core reasons (1) Fundamental Siteflex system error or (2) User misconfiguration. Support requests that arise due to (1) are not chargeable. Critical support requests that arise due to (2 - User misconfiguration) will become chargeable at the rate of $170 ex GST per hour within business hours. A flagfall of $150 ex GST applies to urgent requests. Out of hours requests are at 1.5 times unless Sunday or a Public Holiday - the request will be subject to 2 times the standard rate.
 

Contact our Siteflex Support team

Email us at siteflex-support@solutionsoutsourced.com.au
Call us on 1300 331 000