bookitLive technical support

Support process

  • bookitLive subscribers with standard support can submit support request by online submission via our Help pages
  • bookitLive subscribers with premium support  can submit support request by online submission via our Help pages or contact us by phone +61 3 9034 6061
Support hours

bookitLive subscribers with premium support

Technical engineers are available 24 x 7 to provide support over the web and phone, including on public holidays. 

bookitLive subscribers with standard support

Technical engineers are available business hours 9:00am - 5:00pm AEST to provide support over the web excluding Victoria Australia public holidays. 

Priority levels

When a support ticket is initiated with bookitLive technical support team, it will be classified according to the following Priority levels:

  • Priority 1 - Urgent: The service is “down,” operation of the service is severely degraded, or there is a critical impact to the service due to a fault with our servers or other software issue.
  • Priority 2 - High: Significant aspects of the service are negatively affected by inadequate performance of our servers or other software issues.
  • Priority 3 - Normal: General issues related to a feature or a set of features. Operational performance of the service is not impacted. bookitLive will provide reasonable resources during bookitLive normal business hours to assist in resolving the problem or providing a workaround.
  • Priority 4 – Low: Informational or Feature Change Request: Customer requires information or assistance with service’s capabilities, installation or configuration and there is little to no effect on its business operations. Included are requests for information, assistance, features etc. Such requests will be handled within bookitLive normal business hours.

Target response times

Target response time for a support ticket will be the time (a) commencing when bookitLive receives a support ticket from customer and (b) ending when customer receives notification that the support ticket has been logged. 

 bookitLive subscribers with premium support

  • Priority 1 - Urgent: 4 Hour
  • Priority 2 - High: 8 Hours
  • Priority 3 - Normal: 72 Hours
  • Priority 4 - Low: 72 Hours

bookitLive subscribers with standard support

  • Priority 1 - Urgent: 72 Hours
  • Priority 2 - High: 72 Hours
  • Priority 3 - Normal: 72 Hours
  • Priority 4 - Low: 72 Hours
 
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