New Support Job

Comments

This field is for validation purposes and should be left unchanged.

Full Name(Required)

Business Name(Required)

Business Email(Required)

Please be sure to enter an email associated with your primary business domain (@business.com) as this will ensure it is properly matched in our systems.

Mobile

Job Type(Required)

This information helps us put your ticket in the right spot and assign it to the right team member.

An example list of job types that are appropriate for our support form can be found in section 1 of our blog, here

Job Details

Things to check before lodging a job

It’s important that you rule out these items to avoid unnecessary costs or at least provide us with additional information.

If you don’t know how to clear your cache, follow this tutorial

I have cleared my cache

I have checked on different devices/browsers

I have checked whether the issue is impacting others

Please describe your request(Required)

What website or account is relevant to your request?

Please paste a link to the relevant page you have experienced the issue on, if possible. If the issue is present across multiple pages, a whole site, please note this here.

Please upload supporting documents, screenshots or files.

For bugs or issues, we require that you upload a screenshot or video of the problem to minimise the time we need to spend investigating. For content additions/changes, please provide any images/copy you would like to be used for the job.

Drop files here or

Accepted file types: pdf, jpg, png, gif, jpeg, webp, docx, xlsx, svg, txt, Max. file size: 16 MB, Max. files: 10.

What is the urgency of your request?(Required)

Urgency levels are determined by the impact to your business. Our standard definitions are outlined in our example Support Terms

Urgent/Emergency requests are subject to minimum fees, outlined on the next screen.

Deadline

If you have a strict deadline, please enter it here. Otherwise, leave this field blank and your task due date will be set according to our workflow. If your request is within a reasonable timeframe, we will do our best to meet your deadline or communicate otherwise.

Payment Options(Required)

Please select how you’d like to proceed and carefully read our terms below:

Payment

Fee Disclaimer

If the issue is minor, it may be covered within our minimum charge, outlined below. Otherwise, a cost estimate for the full resolution will be provided. This will extend the overall duration of the job.

Fee Disclaimer

Your job will be tracked up to a maximum of 3-hours billable time (@ $220p/h AUD ex.GST) before we reach out to confirm options to continue. This is the fastest way to get a small job done and should be sufficient to resolve most minor issues

Fee Disclaimer

Unless otherwise agreed, our emergency support is meant for holiday periods and non-business hours, or when we must drop other paying work to prioritise your request. In light of this, it is billed in minimum 3-hour blocks @ $220 ex. GST p/h

Investigation Fee/Deposit (ex. GST)

Price:

Unless your request is covered within the scope of an active engagement with Advantage or is a non-billable job, there is non-refundable, minimum charge that covers diagnostics & investigation and will come off the total of your job if there is work beyond this amount.

Emergency Request Minimum Charge (ex. GST)

Price:

Our minimum charge for an emergency request covers the first 3-hours and is billed in 3-hour ($660 ex. GST) blocks thereafter

GST

Price: $ 0.00

Credit Card(Required)