Welcome to the Support Services section

Our Support team is available 24/7 to take your calls here in Australia, including all public holidays. 

You can contact us by lodging a ticket through the portal at mysau.com.au or by calling 1300 788 862. 

While we do provide support by phone, we kindly ask that you try to lodge your request initially via the portal before calling. Of course, if it’s urgent,

 just call us immediately and we will help you.

Standard Support inclusions

It's important to note that Servers Australia is an Infrastructure as a Service Provider (IaaS). We manage the infrastructure up to, but not including, the Operating System (OS)

on our standard services. This means that monitoring, patching, and other application assistance are not included in the service and will incur Professional Service fees

at $35 excluding GST per 15 minutes. Your support agent will advise you if these charges apply, and we will always aim to provide as much assistance as possible.

Monitoring

Please also be aware that we do not monitor your server hardware, OS, or application layer unless you have a Managed Service. Monitoring for all aspects of your server is 

your responsibility. However, we do monitor the network layer to ensure we target 100% network availability. If you require support for OS, Proactive Patching, and 

Monitoring, we provide this under our Complete Management plan, which includes these services and more. Please contact your consultant for further details on all the inclusions.

Please note that we do not provide support via email. This is to ensure that we are able to manage customer support requests efficiently.