Client support.
Direct access.
Existing clients access the Inetvision support team through our online portal, by phone, or via email. All requests are managed by qualified Australian-based engineers — there is no anonymous ticket queue and no offshore handoff.
Submit and track tickets in the support portal.
All client tickets, time logs, and service history are managed in the Inetvision support portal. Existing clients should sign in to submit new requests, monitor work in progress, or review historical activity.
Open the Inetvision support portal
Select the channel appropriate to the urgency.
Standard support
Business hours: Mon–Fri 8am–6pm AEST. Appropriate for general questions, change requests, and any matter that can wait until the next business day.
Email ticket
Email submissions route automatically into the support portal. Appropriate for issues that benefit from extensive log attachments, or when portal access is temporarily unavailable. The portal is the preferred channel for new tickets.
Out-of-hours emergency
+61 3 8605 5041 (option 1)
Reserved for production outages with material business impact. Routes directly to the on-call engineer. Please reserve this channel for genuine incidents.
Response and resolution targets.
The targets below apply during standard support hours unless a 24/7 service-level agreement has been contracted. Performance is reviewed regularly and reported transparently.
A clear escalation path.
If a request is not receiving appropriate attention — or if the response has been unsatisfactory — please use the escalation path below. Direct feedback is preferable to a deferred conversation at renewal.
Flag the ticket
Reply to the existing ticket with "escalate" in the subject line. The support team receives an immediate notification. Most issues are resolved at this stage.
Contact your principal consultant
Every client engagement has a dedicated principal consultant available by direct mobile. They are the second-line escalation point if the support team has not resolved the issue.
Director-level escalation
If steps one and two have not resolved the matter within four business hours, please email directors@inetvision.com.au. Director-level escalations are reviewed the same business day.
Resources to consult before contacting support.
Knowledge base
Searchable articles covering common issues, configuration guides, and how-to documentation. Hosted within the support portal and available to all client users.
Open knowledge base →Service documentation
Runbooks, access management records, change history, and architecture diagrams for environments under management. Available to designated client administrators within the support portal.
Open portal →