Submit a Support Request
for SEQ IT Clients
Log a ticket below and our Australian-based helpdesk will pick it up. If your business can’t operate or you suspect a security incident, call us instead.
- 1-hour critical response, business hours
- Australian-based helpdesk
- Most fixes done remotely
Most issues are fixed remotely in under 30 minutes once a technician connects.
Critical issues, business hours
General requests, business hours
Most issues fixed once we connect
Helpdesk hours, after-hours by arrangement
How we prioritise your request
Business hours are Monday to Friday. Anything critical should be a phone call, not a ticket.
Systems are down and your team cannot work, or you suspect a security incident. Call 1300 619 750.
One person or one system affected, a how-to question, or a change such as a new user or a software install.
Requests logged outside business hours.
Once a technician connects, most issues are fixed remotely in under 30 minutes.
What to include in your request
The more detail you include, the faster we can fix the problem. A request that tells us what, where and when usually saves a round of questions before a technician can start.
- Your name, business and best contact number
- The computer or device affected (its name, if you know it)
- What you were doing when the problem started
- The exact wording of any error message
- When it started, and whether anything changed recently
- How many people are affected, and whether you can keep working
Call, don't type
If you clicked a suspicious link, entered your password on a strange page, or see emails you didn’t send, call 1300 619 750 straight away. Don’t wait for a reply to a ticket.
From request to resolved
We review it
Your request is logged and a technician checks its priority. Critical issues go to the front of the queue.
We get in touch
A technician contacts you and connects remotely to the device if that’s the fastest fix.
We sort it out
Most issues are fixed remotely. Anywhere in South East Queensland, we come onsite if the job needs it.
We confirm with you
We tell you what we did and close the request once it’s resolved.
Not sure if it's urgent?
If in doubt, call. A quick phone call is faster than waiting on a ticket that should have been a call.
Support requests: common questions
How quickly will my support request be answered?
General requests are picked up within 2 to 4 business hours, Monday to Friday. Critical issues, such as systems down or a security incident, get a response within 1 business hour: call 1300 619 750 for those so we know straight away. Once a technician connects, most problems are fixed remotely in under 30 minutes.
Should I call or submit a support request?
Submit a request for anything that isn’t stopping work: a single user issue, a question, or a change such as a new starter. Call 1300 619 750 if your business can’t operate, several people are affected, or you think you’ve clicked something malicious or had an account taken over.
What happens if I log a request after hours?
Requests logged outside business hours are triaged on the next business day, unless your business has an after-hours support agreement with us. If you regularly need help outside Monday to Friday business hours, talk to us about setting up after-hours support.
Will a technician need to come onsite?
Usually not. Most issues are fixed remotely, which is faster for you. If the problem needs hands on the ground, such as faulty hardware or a network outage, we arrange an onsite visit anywhere in South East Queensland, on the same day for critical issues. Outside SEQ, we arrange a visit when the job needs one.
I'm not an SEQ IT client yet. Can I still get help?
This page is for existing clients. If you’re not a client yet, call 1300 619 750 or use our contact page, tell us what’s going on and we’ll let you know how we can help.
Tell us what needs fixing
Fill in the form with as much detail as you can. Your request goes straight to our Australian-based helpdesk.
- What happened and when it started
- The device and any error message
- How many people are affected
Urgent or business-critical? Call 1300 619 750 now. You can also email contact@seqit.com.au.
General requests: 2 to 4 business hours. Critical issues: call 1300 619 750.