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 MySAU Portal at mysau.com.au or by calling 1300 788 862.
While we do provide support by phone, we kindly ask that you lodge your request via the portal in the first instance, where possible. However, if your matter is urgent, please call our Support Team, and we will assist you.
Standard Support Inclusions
Servers Australia is an Infrastructure as a Service (IaaS) provider. Under our standard services, we manage the infrastructure up to, but not including, the Operating System (OS). This means that monitoring, patching, and application-level assistance are not included as part of standard support and will incur Professional Services fees at $37.50 (excluding GST) per 15 minutes.
We will always aim to provide as much assistance as possible.
Monitoring
Please note that we do not monitor your server hardware or operating system, unless you have a Monitoring and Maintenance Agreement with Servers Australia. Monitoring of these components is your responsibility under standard services. However, we do monitor the network layer and strive to maintain 100% network availability.
Network Uptime and Infrastructure Maintenance
At Servers Australia, we understand that network reliability and uptime are critical for our customers' businesses. We offer a comprehensive Network Status, Notifications, and Scheduled Maintenance system to help you stay informed about any potential service disruptions or maintenance activities that may impact your services.
You can access our Network Status, Notifications, and Scheduled Maintenance information through our status page:
https://status.mysau.com.au/
This page provides real-time information about the status of our network and any ongoing maintenance activities that may be occurring. In addition, you can manage your email subscriptions to receive notifications about maintenance and network status updates. We encourage you to set up your email subscriptions so that the relevant teams and individuals in your organization can stay informed about any important information regarding your services.
Overall, our Network Status, Notifications, and Scheduled Maintenance system is designed to provide peace of mind and minimize the impact of any service disruptions or maintenance activities on your business. We take network reliability and uptime seriously, and we are committed to providing timely and transparent information to our customers.
Please also note that we do not provide support via email. This ensures we can manage customer support requests efficiently and maintain service standards.