Support Policy

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.

Logging a support ticket

Support tickets can be logged by email or phone. All urgent requests must be logged via phone.

Email: support@idea11.com.au
Phone: 1300 433 211


Unmanaged AWS Support Policy

The following support policy applies to:

  • AWS Services purchased under an AWS Services Agreement without Managed AWS

Unmanaged AWS Support Features

Support FeatureDetails
Hours of supportStandard: 8am - 6pm, AEST (GMT + 10)
System down issues / DR events: 24x7x365 (phone only)
Support channelsemail or phone
Target initial response timeTarget response times do not apply for unmanaged accounts.
EscalationThrough your Account Manager

Unmanaged AWS Support Inclusions / Exclusions

Unmanaged AWS Support InclusionsUnmanaged AWS Support Exclusions
  • Assistance with accessing the AWS console
  • Escalating to and liaising with AWS Support
  • Instance or Application down response
  • Operating system and system software configuration, support and issue resolution
  • Operating system and system software patching / updates
  • Customer application issues
  • Customer initiated downtime
  • Customer application adds/moves/changes
  • Troubleshooting issues with customer premises equipment
  • Professional Services
    • Design and architecture services
    • Project Management
    • Implementation of new systems
    • Programming
    • Performance tuning and application optimisation
    • End user support
    • Product training

If you request support outside of our standard support inclusions, services will be charged to you at our professional services rates.


Managed Services Support Policy

The following support policy applies to our Managed Services products:

  • Managed Services (fixed price)
  • TechOps Agreement
  • Managed AWS
  • Managed Firewall

Managed Services Support Features

Support FeatureDetails
Hours of supportAs per Managed Services agreement
Support channelsemail or phone
Target initial response timeAs per Managed Services agreement, depending on issue severity
EscalationThrough your Account Manager

Managed Services Support Inclusions / Exclusions

Managed Services Support InclusionsManaged Services Support Exclusions
  • As per scope in customer's Managed Services agreement, e.g.:
    • Monitoring
    • Operational support
    • Patching and maintenance
    • Backup administration
    • Strategy advice
  • Fixing issues caused by third parties with administrator access
  • Exclusions as per customer's Managed Services agreement
  • Professional Services
    • Design and architecture services
    • Project Management
    • Implementation of new systems
    • Programming
    • Performance tuning and application optimisation
    • Product training

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.


Ad Hoc Support Policy

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.

Ad Hoc Support Features

Support FeatureDetails
Hours of supportStandard: 8am - 6pm, AEST (GMT + 10)
Support channelsemail or phone
Target initial response timeBest effort response
EscalationThrough your Account Manager

All ad hoc support is charged to you at our professional services rates.