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:
- A brief description of the issue
- Whether you see the issue as critical or not
- The steps required to replicate the issue
- Screenshots related to the issue
- 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.