Client support.
Direct access.
Existing clients access the Inetvision support team through a single phone number and email address. All requests are managed by named engineers — there is no ticket queue routed to anonymous staff.
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
Automatically acknowledged on receipt and triaged within the response targets below. Appropriate for issues that benefit from attached screenshots, log files, or written context.
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 named 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.
System status
Before submitting a ticket, please review the status page for active incidents or scheduled maintenance. Published incident updates are issued in real time.
View status page →Documentation portal
Runbooks, access management records, change history, and architecture diagrams for environments under management. Available to designated client administrators.
Open documentation portal →