Technical Support

Most support requests are resolved on the first call. When they are not, you get a ticket with an owner and a timeframe. Response targets are published and performance is reported against them every quarter.

Telephone 07 315 04076 or email support@softwareinsight.com.au. Support hours are Monday to Friday, 8:30 am – 5:30 pm AEST; clients on Managed IT Support plans reach the senior desk from 8:00 am to 6:00 pm. Messages left outside these hours are answered the next business morning.

Response targets

Priority	Typical situation	First response target
Critical	The system is unusable, or a payroll/BAS deadline is at risk	1 business hour
High	A major function is blocked with no workaround	4 business hours
Normal	A question or a minor issue with a workaround available	Next business day
Request	How-to questions, configuration changes, report requests	2 business days

Have these ready when you call

Your licence number (on the About screen, under Help, and in your welcome email).
The exact wording of any error message.
What you expected to happen, and what happened instead.
Whether it affects one workstation or everyone.

The person who answers can log in, look, diagnose and usually fix in the same conversation.

The life of a ticket

1
Logged and owned
Every request becomes a ticket with a number and a named owner.
2
Diagnosed
The owner investigates and tells you what they found, with a timeframe.
3
Resolved and confirmed
A fix is applied and tested with you; the ticket closes when you confirm the problem is gone.
4
Learned from
Recurring issues feed the product backlog.

Self-service options

The About screen under Help: version, build and licence number.
The user guide and administrator handbook on the downloads page.
The FAQ.
Restart the workstation, then the client application, before calling about a single-machine problem.

Escalation path

1
Tell the desk it is urgent
Priority is set with the ticket; if a statutory deadline is at risk, say so in the first sentence.
2
Ask for the senior consultant
Every ticket has a named owner; ask for the senior on shift by name.
3
The managing director’s line
If a matter is genuinely stuck, telephone the office and ask for the managing director.

What support does not cover

Standard support covers the software and its documented configuration. It does not cover third-party customisations, changes made directly to the database by other parties, or hardware and network issues outside InsightSuite. Where the boundary is unclear we say so before work begins. See our terms for the written version.

Practical questions about the desk

How is a ticket’s priority decided?

By consequence, not by customer insistence: a system unusable or a statutory deadline at risk is Critical; a major function blocked is High; a question or minor issue with a workaround is Normal; a how-to or change request is a Request. The desk may raise a priority on the facts but lowers one only with an explanation, and the definitions are in writing so the loudest voice does not set the queue. If you believe the priority is wrong, say so in the first reply — triage is a judgment, and judgments can be argued with.

What counts as the first response?

A substantive reply from a human who has looked at your system or question — not an acknowledgement template. The clock starts at the timestamp of your message and stops at that reply. Automated confirmations carry the ticket number only and are excluded from the measurement, because including them would make the figures meaningless. The targets are published openly; the quarterly performance sheet behind them is available on request.

What happens with a critical issue after hours?

The desk closes, but voicemail and the emergency mailbox are checked by the on-call engineer until 9 pm, and managed clients reach the on-call number directly during their extended hours. For genuine disasters outside coverage, the number printed on your licence certificate reaches a person at any hour.

Can’t find the answer?

Ask the support desk directly.

Contact Support