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SynerGisteX
Support


SynerGisteX provides support services to customers based on the conditions defined in the respective vendor agreements and have paid their Maintenance Fee. These services include the provision of enhancements to purchased software and the  logging of Support Calls either with SynerGisteX or directly with the vendors.

Logging of Support Calls

SynerGisteX supoort hours are Monday to Friday, 9am to 5pm Australian Eastern Standard Time (AEST), excluding Public Holidays. During Summer Australian Eastern Daylight Time is used

Phone calls, emails and faxes can be sent at any time, and will be attended to as soon as possible.

After hours support can be arranged on a case by case basis. All vendors have 24x7 support call facilities available. These are usually logged via their respective websites.

Contact Information for Support
 

  • Telephone — +61 2 9666 3336
  • Mobile — +61 415 554 697
  • Fax — +61 2 9666 3336
  • Email — support@synergistex.net

Support Call Definitions

Priority

Response Time

Definition

1 — URGENT 4 Hours Stops business from continuing — e.g. major outage, software causes system to hang
2 — HIGH 1 Day Has the potential to impact business operations — e.g. software not working, significant performance impact
3 — NORMAL 2 Days Impacts on normal operations — e.g. some  functionality impaired 
4 — LOW 4 Days Impacts efficiency of operations but there is no business impact 
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Support Request
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