Due to an essential upgrade to our phone system and contact centre software system
What: An essential upgrade to our phone system and contact centre software system that unfortunately must be conducted during business hours, resulting in the complete closure of our phonelines from 1pm AEST When: Phone lines will remain open for business critical requests only for the first part of the day until:
1pm AEST time
3pm New Zealand time
2pm Norfolk Island Standard time
11am Australian Western Standard time
10am Christmas Island time
Phone lines will then close and any business critical requests can then be sent to us via email until COB the same day. (See below for the requirements of sending us an email request after the phone lines have closed).
Who is affected:
All of our customers who wish to contact our Help Desk for assistance on this day
What this means for you: We will be prioritising business critical issues only on this day and only taking requests via email after the phonelines have closed.
If you require assistance that is business critical after our phonelines have closed: (ie. if you are working on business papers that must be finalised today and have encountered an error message) then please type 'URGENT' as the first word in the description and lodge a ticket via our online portal by visiting www.infocouncil.com.au/contactus or alternatively, email your request to email@example.com with the word 'URGENT' in the subject line and we will respond to your request as a priority. Please note that after the phonelines close, we will still have access to phone lines to make outbound calls to our customers, and will continue to use Team Viewer to remote into your system as necessary.
If your request is not time sensitive and can wait: please feel free to lodge an email ticket as usual, using the above options (without the word 'URGENT' in the subject line) and we will attend to your enquiry as soon as we can. All going well, we expect to be fully functional and operating BAU from 8am the following Monday morning AEST on July 3rd 2023.
We apologise in advance for any inconvenience this may cause you and your team. We have endeavoured to schedule these upgrades at a time when traffic to our Help Desk is minimal in order to reduce the impact on our customers, and have communicated this closure to you as soon as the upgrades were scheduled with our vendor.
We urge all of our customers who may be affected to contact our Help Desk ahead of time where possible and thank you for your patience during this period of transition.