Lodging a General Support Ticket
Moving forward, all general support requests must be submitted using one of the following methods:
- Email: support@3pointit.com.au
- Online Ticket: Visit www.3pointit.com.au, click Support, then submit your ticket
To help us resolve your issue as quickly as possible, please include as much relevant detail as you can, such as error messages, screenshots and how the issue is impacting your work.
How our support process works
If an issue looks like it has a quick fix, or we simply need a bit more information, we’ll email you a few simple steps to try first or some additional questions.
If the issue can’t be resolved this way, we’ll send you a link to book a time to work on your request with a technician. You’ll need your Ticket ID to make a booking.
Please note that text messages, direct messages or phone calls will no longer be used to lodge general support requests. This makes sure all requests are properly tracked and nothing gets missed.
Emergency Support
An emergency issue is one that causes a complete outage or severe impact to business operations, such as internet or network outages, phone system outages, server or other critical system downtime, or security incidents or suspected breaches.
For emergency issues, please call us directly on (08) 9841 4250 and follow the prompts so we can respond as quickly as possible. If you reach our voicemail, please leave your full name, best contact number, and a clear description of the urgent or emergency issue and your business impact.
Please also lodge a support ticket via email or our website so the issue can be properly tracked and documented.
