Support Policy
Spirit Connect is always available to assist you in any queries you have. In order to provide you with the best service, we ask that you read our support policy and use the proper contact procedures to contact us.
Telephone Support
Spirit Connect can answer general queries over the phone, however it should be noted that it’s company policy that no server work is to be done over the phone without a support ticket, from our Customer Portal as some staff do not have compete server access and my only be able to access parts of your account. You will need to be able to verify billing details when the consultant takes your call. If you can't verify your details you will be required to send a fax to our billing deptartment requesting an update so please make sure you keep your details up to date. You can do this in our Customer Portal at https://www.spiritconnect.com.au/myaccount/ you can also login directly from the front page of our website.
Our telephone hours are 9am - 5pm AEST.
Email Support
Spirit Connects main priority is to answer all support tickets within 30-40 mins. Email support is put at the highest priority, and is put before any phone support. Email support is available 24/7/365.
All requests for support should be lodged in our Customer Portal, please don't email individual staff members, as it can cause delays as it might not be their area of knowledge.
Included Technical Support
Spirit Connect provides free support directly relating to our servers and it’s officially support features that are listed on the respected hosting pages.
Fee Based Support
We’re often asked to do extraordinary things. Extraordinary support is chargeable at $85/hour.
Support for Resellers End Users
Spirit Connect dosn't support end users clients. Requests for support from end users attract a $99 fee per incedent.
Emergency Support
Our servers constantly monitoring by our NOC to ensure that they are running properly and their connections to the Internet are maintained. If a server looses connectivity to the Internet our NOC monitoring server will alert us within 3-5 mins of the outage. Clients can view a live server status by clicking the network status link. If hard reboots are required outside of business hours it can sometimes take longer then 30 mins to get services restored. All notices of downtime should be send to our helpdesk, to ensure it's not just your domain name that's affected.
Daylight Savings / Time Zones
Over the years there has been some confusion over the time zone Spirit Connect quotes. You should keep in mind that Spirit Connect is a Brisbane based company and therefor timezones are in AEST. Australian Eastern Standard Time (AEST) is +10 GMT; this should not be confused with daylight savings time during summer months which is Australian Daylight Savings Time (ADST) +9GMT. Spirit Connect's helpdesk is based in Brisbane, Australia and currently does not participate in daylight savings with the other eastern states so please make sure you keep this in consideration when contacting our help desk by phone as they we are not available before 9am AEST.
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