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Support Procedures
Hours of operation of support services under the support package are from 8:30 a.m. to 5:30 p.m., Monday to Friday Eastern Standard Time (EDST). Appropriate allowances are made for customers who are located interstate or overseas and are in different time zones.
After hours support is provided via a mobile phone service. A call-out fee and overtime rates are charged for after hours support. SI support staff work on a rotating schedule to provide after hours support.
**Western Australia Clients please note**
For all clients in WA after hours rates only apply from 5.30pm WA time. WA clients are further benefited in the mornings, as after hours rates only apply prior to 8.30am EDST.
How to log a Support Call
Inside Normal Office Hours
Via telephone:
07 3206 2277 (Australia Wide)
+61 7 3206 2277 (International Dialing)
Via Email:
Download the Support Request Form from our web site.
Use the support email address provided to you as a customer (also on the main
menu or the about screen of all AWARD products)
After Hours
If you have a non-urgent after hours support request call
0408 112 969 (Australia Wide)
+61 408 112 969 (International Dialing)
and leave a voicemail message.
We will endeavor to get back to you as soon as possible.
AWARD Support Request Form.doc
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