Support hours and urgent problems | YouGrowIT

Our support hours, and how urgent problems are handled

Our support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays. That is when the help desk is staffed and when work on your tickets happens.

This article explains how we sort urgent from ordinary, what happens to a ticket lodged outside those hours, and what after-hours work costs if you need it.

How we decide what is urgent

We judge urgency by how much of your business has stopped, not by the word in the subject line.

  1. Everyone is stopped. The internet is down, the server is unreachable, nobody can send email, or the system you take orders in is offline. This goes to the front of the queue and is worked on immediately.
  2. One person is stopped and cannot do their job at all - a laptop that will not start on the morning of a client presentation, for example.
  3. Something is broken but there is a way around it. Printing works from one machine but not another; a report will not export but the data is still there.
  4. Requests and changes. A new starter, a software install, a question. These are scheduled rather than dropped everything for.

If you are in the first two groups, say so in the ticket in plain words: "I cannot work" or "nobody in the office can work". That single sentence does more than any priority flag.

How to reach us when it is genuinely urgent

Call 03 9028 4358. Do not email, and do not wait for a reply to an email you have already sent.

Email is the wrong tool for an outage for an obvious reason: if your internet or your mail system is the thing that is broken, the message never leaves your building. The phone does not depend on anything we are about to fix. There is more on this in Something is down across the whole business: what to do first.

What happens outside business hours

The portal and the support address still accept your ticket outside our hours. It is logged with a number and it sits in the queue. Nobody picks it up until the help desk opens at 8:30am on the next business day, and the response clock starts then too.

So a ticket lodged at 7:00pm on a Wednesday is picked up from 8:30am Thursday. A ticket lodged on the Saturday of a long weekend is picked up on the Tuesday. If a problem cannot wait that long, it needs a phone call during hours or an after-hours arrangement.

After-hours work

After-hours support exists, but it is deliberately something you choose and pay for rather than something buried in the fine print.

  • As a package add-on. If your business genuinely needs cover outside standard hours - a warehouse that starts at 5:00am, a practice that runs Saturday clinics - we can add it to your package. It is quoted in writing so you know the cost before you commit.
  • As pay-as-you-go. Unscheduled after-hours work is $275 per hour including GST ($250 ex GST). Emergency call-outs are $363 per hour including GST ($330 ex GST). Onsite attendance adds a call-out fee of $82.50 including GST ($75 ex GST).

Scheduled after-hours work - a migration or an upgrade run on a Saturday so nobody loses a working day - is planned and quoted in advance, not charged at emergency rates.

When you are on holiday and we are not, or the reverse

We observe Victorian public holidays. If your business trades through one and you need us there, tell us in advance and we will arrange cover rather than leave you guessing on the day.

Still stuck?

Log a ticket at portal.yougrowit.com.au or email support@yougrowit.com.au. If it is stopping you working right now, call 03 9028 4358.

Support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays.

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