Comvergence offer several ways of contacting our support desk to resolve your service issues.

In order for us to best utilise our technical resources on hand we request that you follow our

simple support guidelines as outlined below.

 

Our staff will make every effort to resolve your network issue in the most reasonable time.

Please classify your network support request by utilising the following basic rules.

In the subject line or message of the support request, please describe your service issues

using the format below.  

 

Severity	Target Time to Respond	Target Time to Repair
1. The Service is down	15 Minutes	60 Minutes
2. The service is severely degraded and is negatively impacting parts of the business.	60 Minutes	3 Hours
3. Operation performance is impaired while balance of the business is operational	2 Hours	8 Hours
4. Request for information or assistance on solutions required	24-36 Hours	24-72 Hours

1) Reporting via Customer Portal with Username and Password:            

http://thezone.comvergence.com.au/ 

2) Email

 

3) Telephone or Fax:

Phone 1300 550 125 Option 1

Fax (03) 9670 1106   

Any services effected outside Business Hours and are classified as either Severity 1 or 2 will be handled by our Afterhours Engineers.