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Support

Comvergence offers several ways of contacting our support desk to resolve your service issues. Our staff will make every effort to resolve your issue within the target time.

1.    Email
2.    Contact Form – Support
3.    Customer Portal “The Zone”
4.    Telephone

Please classify the Severity of all network support requests according to the following table:

Standard Business Hours: Monday – Friday 8:30am – 5:30pm (Friday till 5:00pm)

Severity of Network Support RequestTarget Time to RespondTarget Time to Repair
1. The Service is down30 minutes (advise Comvergence via phone)60 minutes
2. The Service is severely degraded and is negatively impacting parts of the business60 minutes3 hours
3. Operation performance is impaired while balance of the business is operational2 hours8 hours
4. Request for information or assistance on solutions required24-36 hours24-72 hours

Outside of Business Hours:

Severity of Network Support RequestTarget Time to RespondTarget Time to Repair
1. The Service is down60 minutes (advose Comvergence via phone)120 minutes
2. The Service is severely degraded and is negatively impacting parts of the business120 minutes6 hours

Any service issues outside Business Hours that are not related to the Core Comvergence Network such as DSL Line Faults/Assistance and Voice Difficulties will only be handled during business hours. Severity 3 or 4 services tickets created will be actioned during standard business hours.

1.    Email   support@comvergence.com.au

In the subject line of the support request, please include:

The Severity of your network support request from (1 – 4) in order for us to assist in troubleshooting.

2. Contact form – Support

Sending

3. Customer Portal

Type in www.comvergence.com.au and enter your username and password in the top right hand side of the home page.

A list of all services currently provisioned under your account will be listed.
Access to all Call Forwards, and Voicemail settings are available within the services.

A support request ticket may be logged directly from the portal.

4. Telephone

Phone 1300 550 125,

Press Option 1(One) for support or option 2(Two) for billing enquiries

Please have your account number ready and available when contacting us via phone so that we can assist you promptly.