General FAQ
  • 24 Jun 2023
  • 1 Minute to read
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General FAQ

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Article summary

Q: What is the process for online orders?

A: Once you place an online order, your service should be provisioned within 30 minutes to 1 hour. If your service is not set up within this timeframe, please call us at +61 2 8115 8888, and we can assist you.

Q: What happens when I place a custom order or order through your sales team?

A: For custom orders or orders placed via our sales team, the following process occurs:

1. Order Entered
2. Account Created and Verified
3. Provisioning Starts
4. Service Handed Over
5. Invoicing/Billing Commences

For more complex designs, we create a project plan and our project team works closely with our implementation teams. This ensures thorough integration and testing of the custom platform throughout the development process. Our Customer Experience professionals will keep you updated on the progress of the project and on your service delivery.

Q: How can I contact customer support during the order process?

A: Throughout the order process, you can contact our Customer Experience team for updates and any other information you may need. The Customer Experience support staff is available Monday - Friday, 9am - 5pm AEST, by calling +61 2 8115 8888 or emailing

Q: What support options are available after my order has been processed?

A: After your service has been handed over, our support team is available 24 hours a day, 7 days a week via our online help centre in the mySAU portal, or through our Australian help desk on +61 2 8115 8888.

Q: How long will it take to get my server up and running?

A: Our Customer Experience team will work with the relevant departments to ensure that the provisioning process begins immediately after your order has been entered and your account created in the mySAU portal.

Q: When does billing for my services begin?

A: Billing for your services begins when your platform goes live. You may receive the initial invoice after your order has been entered into our system, but actual billing does not begin until your platform is active.

Q: What payment methods do you accept?

A: We accept payments through Credit Card, BPAY, and PayPal. To avoid automatic suspension of services due to non-payment, please ensure that you pay your account on time.

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