- How do I log a support call?
The support line number is 02 8401 8000 or +61 2 8401 8000 if you are calling from outside Australia.
You will be asked the following questions:
- What is your company name?
- What is the problem? (Try to be as precise as possible)
- What level priority does the problem need?
- You will then be provided with a ticket number.
Incidents are prioritised according to their immediate impact on your organisation.
- Low – No immediate threat to operations, housekeeping issue, request for software support.
- Medium – Moderate affect on one or two aspects of your system, not halting any critical production systems.
- High – Internet connection down, production for multiple users affected.
- Urgent – Critical impact, server and internet connection down.
Pending priority allocation, we aim to deliver services within the following time frames:
- Low – Next monthly maintenance visit
- Medium – Same day
- High and Urgent – Immediate priority
- Ticket numbers
- All incidents are traced with a ticket number. This is a critical reference to use when liaising with us about the status of your incident/request.
- If I can’t log in, what do I do?
- Passwords are sometimes typed incorrectly. Check that the ‘caps lock’ button is off; on a laptop, the ‘num lock’ button may also cause this problem. You could also try restarting your computer.
- We are not receiving emails, what do we do?
- Test to see if you can send an email to your neighbour and someone outside the organisation. You will often get a bounce back that indicates what the problem might be. Find out if the problem is isolated to you or your organisation.
- We can’t browse the internet, what do we do?
- If no-one in the organisation has internet connectivity, the most common solution is to restart your modem and router. If that doesn’t work, call us.
- What should I do if my computer is sluggish or freezes?
Usually, this is happening because of the lack of available computer resources such random access memory (RAM). Sometimes, programs use up RAM when they are opened and won’t give resources back to the operating system when the program is closed.
Try closing the applications that you don’t need. If that doesn’t work, restart your computer. If the start button is still responding, select Start/Shut Down and then Restart. If the start button is not responding, you will have to push the Ctrl, Alt & Del keys at one time. Then select restart.
If all else fails, push and hold the power button for a slow 10 second count. Your will see your computer power down. Push the power button again to turn it back on. You will lose any unsaved changes to any open documents or files.
- Why won’t my printer work?
The common cause of the problem is backed up printer jobs. Try deleting the backed up jobs by going to settings from the START menu and clicking on ‘printers and faxes’. Choose the printer you’re having problems with and try deleting the backed up jobs by clicking the document and choosing delete.
If you’re still having problems, turn off the printer and restart it. If that doesn’t solve the problem, contact support.
- My wireless mouse and keyboard won’t work?
- Install new batteries in these devices. If that doesn’t solve the problem, contact us.
- My backup failed, what should I do?
- Firstly, restart the tape drive and insert a cleaning tape. If that does not solve the problem, contact us.
- My computer is starting slowly, how can I make it run faster?
- Computers often start up slowly when many applications are set to run at start up. Most applications allow you to stop this from occurring in their options or preferences.
- I received an email that is known to contain a virus.
- Not necessarily. Most viruses are transferred via an attachment file. If you do not open these attachments, your computer is probably not infected. However, it is a good idea to run virus scanning software.
- What is spyware and why is it dangerous?
There are many software programs available for free on the internet. The problem with these programs is that they load software which gathers information from your computer. This software is called ‘spyware’ and it poses a security threat.
The most dangerous pieces of spyware are ‘keystone loggers.’ These are used to track what you type on your keyboard. User identification and password details can be intercepted, making encryption and password-protected areas useless.
Spyware eats memory and bandwidth, which causes your system to slow down and crash more often. Unfortunately, spyware is not picked up by most anti-virus software.