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Support

Get Help via theDASH!

Customer Portal – Service Management System

logo_dashPlease Click Here to Get Help via theDASHyour Secure Customer Portal to view the status of your current Tickets, raise new ones, comment on them, etc.

For advanced users who have purchased Web Hosting or DNS type subscriptions and they are not part of Mach’s responsibility as a Managed Service,  you can also access DNS-self-administer functionality as well.

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Live ScreenConnect

Go to theDASH – click on the image or ScreenConnecthttp://dash.mach.com.au/ for Remote-Help via ScreenConnect live Remote Desktop (so one of our Guru’s can see and discuss what is happening live on your system) then Call 1300-MACH-00 / 1300-6224-00

Gurus

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Our team of internationally recognised expert staff will always be ready and able to address any technical need and deliver outstanding solutions and service.

You can Get Help for any of your ICT Support needs.

Status

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All planned Major Maintenance activities, or unplanned significant Outages are published online.

Mach are strong believers in openly advising our clients of any service delivery issues, including unplanned Data Centre hosting outages, and making this information publicly available.

We have an enviable track record – since going live in 2005, our distributed and highly available quad-DC/redundant platform has not had a single second of downtime! However, we may still experience a key subsystem failure or a carrier/comms link failure that could impact some services.

Please click here to see the Status Announcements notices / subscribe to our feeds.

Service Level Agreement – SLA

All Customers enjoy our 24/7 commitment to respond and resolve issues within prioritised time-frames i.e. specified values in terms of uptime availability, responsiveness and resolution to address unplanned issues that may arise.

Please click here to view Mach’s standard SLA.

24/7 Contact Centre & Additional Resolution Services

Clients can Get Help for support and technical services.

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  • End to end Service Desk Technical Resolution & Service Management Solution (ITIL best practice); not an offshore Call Centre
  • Open 24/7 to lodge Support Tickets (via email, voice message, web or monitoring) with SLA based Response, ensuring solved per business priority & needs
  • Standard service hours 7am to 6pm, with large team of experts
  • Ticket Systems, live Portal Access & Reporting included for $0 … you only pay for the “real” troubleshooting and resolution activities, only when needed!

Onsite & Field Services

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We equally support ICT equipment and provide technical services onsite at our Client’s premises.

Please Get Help with any of your ICT Support needs onsite at your premises.