Getting help from YouGrowIT
Something is down across the whole business: what to do first
Nothing is loading, the phones are ringing and everyone is looking at you. The five checks below take about three minutes and they tell us more than an hour of guessing. Do them, then call. Try this first Is it everyone, or one person? Ask two other ...
How we connect to your computer remotely, and how to know it is really us
Most problems are quicker to fix if we can see your screen. Rather than talking you through fifteen clicks over the phone, an engineer connects to your computer, works on it while you watch, and disconnects when it is done. This article covers how ...
What we mean by response time (and what we will not promise)
Response time is one of those phrases the IT industry uses loosely, so here is exactly what it means when we say it, and what we deliberately do not claim. What response time means here Our response target is the time it takes for a qualified ...
Using the client portal: sign in, track tickets, reopen a closed one
The client portal at portal.yougrowit.com.au is where your tickets live. You can lodge one, see what is happening with it, add information, and reopen something we closed too soon. Email works too, but the portal shows you the whole history in one ...
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 ...
What to include in a support request so we can fix it faster
A support request with the right details often gets sorted on the first reply. One that says "email is broken" usually needs two or three rounds of questions before anyone can start, and that back-and-forth is where the time goes. Here is what to put ...
How to log a support ticket (and what happens next)
There are three ways to reach us. They all end up in the same place — our ticket system — but they are not equally fast, so it is worth knowing which to use. 1. The client portal (best for most things) Go to portal.yougrowit.com.au and choose Submit ...