At Idea 11, we take pride in the level of support we offer. Each of our products has a different level of support, with different levels of inclusions. Details of our policies for each of our product lines is below.
Support tickets can be logged by email, phone, or via our online portal. However, all urgent requests must be followed up with a phone call.
Online: https://my.idea11.com.au/auth/v1/email
Email: support@idea11.com.au
Phone: 1300 433 211
The following support policy applies to:
If you request support outside of our standard support inclusions, services will be charged to you at our professional services rates.
The following support policy applies to our Managed Services products:
If you request support outside of our standard support inclusions, services will be charged to you at the pre-agreed rates in your Managed Services agreement.
The ad hoc support policy applies to services that do not fall under our other support policies. Ad hoc support is uncontracted with no fixed response times.
All ad hoc support is charged to you at our professional services rates.