Support Details

Monday to Friday
8:30am to 5:30pm (local time) excluding public holidays

Phone: +61 2 8228 6600

Or email us: support@xcellerateit.com

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Once the support incident is reported, the Professional Services Team diagnoses the severity of the problem and moves through a defined escalation process:

  • Help Desk to notify a senior consultant when unable to resolve within the standard timeframes
  • Involvement of a Project Manager for follow-up
  • Routine Call commence fixing within 4 hours
  • Critical Call commence fixing within 2 hours
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All support issues will be under constant review by the most suitable Solution Engineer, ensuring optimum productivity and quality assurance standards are met.

Xcellerate IT’s Support Services cover the troubleshooting of all issues and malfunctions of the system as installed by Xcellerate IT and accepted by the customer. All other enquiries have to be addressed using a Change Request procedure, including:

  • Requests to implement new functionality
  • Requests for training or assistance for the regular use or administration of the system
  • Requests for troubleshooting after a voluntary modification has been carried out by the customer on the system

Get in touch with one of our Business Process Specialists who will work with you to clearly understand your requirements and identify a solution tailored to your business needs.

CONTACT US