Support & Help Desk

Intellicare program

IntelliCare is our care program where customers can receive access to three levels of support which include telephone and email support. Our support team is locally based in Australia and can connect remotely direct to your Connect system to quickly establish the cause of an issue to efficiently repair it. We have a range of maintenance service options including on-site support where an engineer will visit your site.

Intellicare online

With our online support system customers can track the progress of any support call at any time. There is also a knowledgebase and library of hints and tips on making the most out of the Connect. Lodge a help desk ticket here.

Connect updates

We are very proud that Connect products have built to accept updates via the internet. Intellicare includes free updates to the latest products upgrades and many enhancements!

How it works

Support comes in three service levels. A call will rapidly escalate up through the service levels until the problem is solved. This approach offers the absolute fastest fix times for you at minimum inconvenience. When you make a call to us, this is how we will respond:

Level 1

Telephone support services are available Monday to Friday 9:00am to 5:00pm Australian Eastern Standard Time. Our support team are expertly trained to diagnose and repair the equipment very quickly via telephone!

Level 2

Where appropriate, an engineer will remotely connect to your system over a secure internet link to diagnose the problem directly. Engineers can also apply software updates remotely, so more difficult problems can be solved rapidly.

Level 3

If the system is still not operational and the fault is diagnosed as a hardware error then there are two routes. If the hardware is covered by a standard warranty then a return to base service is offered which may take up to 10 days. If an on site service has been purchased an engineer will be assigned to your site to repair or replace items of hardware as necessary.