Follow these simple steps to submit a support query to our support team.
Follow these simple steps to log a support query with our support team by email or by logging into our online Support Centre. All support queries submitted by email will also be logged as a support case in our online Support Centre. Our online Support Centre includes an online Knowledgebase, online Support Cases, and a toll free Support Line.
Our support team is based throughout Australia and New Zealand, so our online Support Centre ensures that your query is logged as a support case in our system for the first available consultant to respond to you by phone or email, irrespective of where they are located.
1. Check the Self Help Resources for a Solution
Search our Knowledgebase and previous Support Cases for a solution. Our Knowledgebase contains information about many types of queries. You can search our Self Help Resources for a resolution to your query immediately at any time, without having to speak to a human.
2. Gather the Information We Need to Resolve Your Support Case
It is important that you gather and provide adequate information for us to be able to resolve your support case.
- Provide references to records so we can refer to those that relate to your query.
- Provide us with details of what you were doing and what happened when the problem occurred.
- Provide us with any screen shots, reports or other files that are applicable.
3. Submit a Support Case
Submit your query to us by email to email@example.com which will log a Support Case in our online Support Centre. You can also submit a support case by logging in to our online Support Centre.
Our support team are immediately notified of your support case by email and the first available consultant will contact you as soon as possible.
You can track the status of your open support cases, or lookup previous support cases by logging into our online Support Centre. To update an existing support case, you can login to the online Support Centre, or reply to the email you received from the Support Centre.
If your support case is urgent please also phone and/or text us after you have submitted your support query.
4. Support Line
So we can track and respond to your queries efficiently you should submit a Support Case to our Support Centre before phoning us for support. The support team may not always be available immediately to take calls but your voicemail will be automatically emailed to them.
- Australia: 1800 424 767 (IBISOS)
- New Zealand: 0800 424 767 (IBISOS)
5. A Consultant will Contact You
After you submit a support case you will receive an email acknowledging that your query has been received and is logged in our online Support Centre.
We will often phone you to work through your support case with you online via TeamViewer. If you don’t have TeamViewer we can provide you with our Ibis TeamViewer QuickSupport app.
You can reply to any email about your support case and it will email the consultant assigned to your support case as well as add your reply to the support case in the Support Centre. You must ensure that the Case ID remains in the subject line of your email.
Support Centre Registration
Ibis Support is available to registered clients who have a support agreement with us. If you are interested in registering for Ibis Support, please contact us for details.
Ostendo support is provided by Ibis in Melbourne and Adelaide in Australia and in Auckland, Wellington and Christchurch in New Zealand.
Australia: 1800 427 424 | New Zealand: 0800 427 424
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