HOW LONG?

How long will it take to get support?

0 +
Businesses Supported
0 +
Daily support tickets
0 %
Tickets resolved in 1 hour or less
0 +
Computers Supported
0
Full time technicians

Can we look at your problem straight away?

We’d love to say “Yes”, all the time, however, it’s not always possible.
 
The way outsourced IT works, is that you’re sharing our team with the rest of our clients. The benefit is that this costs far less than what it does to hire your own dedicated IT Department.

WITH AN IT CONTRACT

If you’re on a premium agreement, here’s an idea of how fast we’ll be: 

PriorityExampleResponse GuaranteeResponse Target
CRITICALEntire Company Offline2 Hours15 Minutes
HIGHEntire Department Offline4 Hours1 Hour
MEDIUMUser / PC Offline8 Hours4 Hours
LOWNew User Setup / Maintenance16 Hours8 Hours

Shown in business hours. 

After hours support is not included.

WITHOUT AN IT CONTRACT

Response times for clients without an IT contract may vary and can be up to 2 business days depending on our helpdesk workload.
 
 
If you’re on a Casual Agreement and would like urgent help – just give us a call on 07 4646 4936 and ask for an Emergency Upgrade and we’ll get working on it ASAP for you (typically within 60 minutes during business hours – keep in mind this will cost a little extra).

Is after hours support included?

No, after hours support is never included unless you have a special provisions in your support contract. If we took support calls 24 hours a day, none of our staff would sleep and our support charges would be far higher. 

We support businesses, during business hours. 

We realize that sometimes there are emergencies that cant wait, so we have an after hours on-call service. But just keep in mind, that this costs a little extra.

I'm not in Queensland, what timezone are your helpdesk hours in.

Our helpdesk is manned in Queensland time as our headquarters is located in Queensland.

Monday to Friday 8:30AM – 4:30PM

We do not currently cater to daylight savings time. 

CONTACT

Priority Technology
I.T for business

Priority Medical
I.T for Medical & Health

Priority Protect
Cybersecurity for Business

Virtual CIO
vCIO for Business

Medbase
Cloud servers for Medical

Priority PBX
Phones for Business