Support

Hidden Spark offers tailored and cost effective IT support plans for companies of all shapes and sizes. Our maintenance plans are designed to help take the stress out of running your business. We offer a set budget for all ongoing IT issues to help create a planned and predictable approach to support your business so that we can help improve the reliability and quality of the IT services being offered.

Our friendly staff are the first port of call when –

1. you have an issue with your application
2. you have a support inquiry
3. you have an enhancement request

You can engage our Helpdesk through the following channels:

Phone lines are open from 9:00am – 5:30 pm Monday – Friday (AEST)
Online Chat – 9:00am – 5:30 pm Monday – Friday (AEST)
24×7 Online Support through our ticketing system

* 24×7 Phone support is also available. Please contact Hidden Spark for a quote.

To facilitate a rapid and accurate response, requests for Technical Support should include the following information:

– Person Name
– Priority
– Date/Time and frequency of the occurrence
– Complete description of the Issue, including steps to recreate the problem
– Any error message texts or screen shots
– Information about the User’s local environment

Requests for Support submitted outside of the Standard Support Hours will be addressed as quickly as possible, but in some instances may not be addressed until the following business day per the description below:

Priority 1 Requests

– Service Outage or Major service item (i.e., servers are malfunctioning or other problems exist with the Service which impacts Users.)
– Minimum initial response time: 0 to 45 minutes
– Request must be submitted via email marked “Critical” in the subject
– Resolution status updates: Minimum each hour in response to any request either via email or Service Status page.

NOTE: Other resources will be engaged as required for resolution of Priority 1 Requests.

Our maintenance plans include –

• Dedicated Account Manager
• Maintenance and Patch management
• Access to Help Desk
• Emergency Call
• Flexible packages
• Contracts are optional
• Onsite and Offsite support
• Procurement and Assistance
• Backup and monitoring
• After hours support

We follow a number of IT governance frameworks which include but are not limited to Agile, DevOps or ITIL. IT work orders outside of our maintenance plans will be quoted separately.

Monthly Website/Wordpress updates are charged at $99+GST per month.