Nehos provide 24by7 support for all critical service effecting issues.
Less critical. lower priority or change related support requests are dealt within normal operating hours.
Normal operating/business hours are Monday to Friday 08:00-17:00 AEST excluding national holidays. Any times outside of this are considered out of hours although the process for contacting us remains exactly the same.
Following the next steps will result in your request being dealt with in the most efficient and timely manner possible.
Step #1 – Email us at firstname.lastname@example.org with your account code or business name and as much detail to the nature of your issue. A trouble ticket number will be issued within 5 minutes. This is your reference to contain all the case notes.
Step #2 – if critical and/or email is not possible Call into our help desk on 1300 726 889.
If you have called us out of normal business hours the initial greeting will advise you and you should follow the prompts provided.
Trouble tickets should include as much information as possible as to the nature of the fault and include account code, name or service id of the service at fault. The more information provided in a ticket will assist us in resolving the issue for you and result in less back and forth communication to diagnose the issue or deal with request.