How to reach us, what to expect when you do, and what happens when something goes wrong.
When contacting support, please provide your name and company, the nature of the issue, the number of users affected, and the workload or application involved.
Client Portal
Priority 1 and Priority 2 critical incidents outside standard support hours only.
+61 8 9376 0855
Priority 1 response target
Priority 1 action target
Platform uptime commitment
Disaster recovery RTO
CMTG’s Network Operations Centre monitors all managed client environments continuously – 24 hours a day, 7 days a week. Automated systems detect issues at the earliest possible stage: a server approaching capacity, a failed backup, a patch that did not apply correctly. Most issues are caught and resolved before you are aware anything happened.
Every support request is classified against CMTG’s five-priority framework based on business impact and number of users affected. Priority 1 is a 15-minute response and 30-minute action target. Priority 2 is 30 minutes and one hour. The framework ensures that critical incidents are never queued behind routine requests.
For Priority 1 incidents and any situation where business impact is significant, your dedicated Technical Account Manager is notified immediately, coordinates the response, and provides regular updates throughout the incident. Once resolved, a post-incident review is conducted and findings are incorporated into your next Quarterly Business Review.
Every support request is classified on two dimensions: the severity of impact on your business and the number of users affected. Priority determines response time targets.
Whole company affected. Major business processes stopped.
Complete network outage, server failure affecting all users.
Response time: 15 minutes
Action : 30 minutes
Departments or large group affected. Workaround available but business is degraded.
Key application unavailable for a department, significant performance issues.
Response time: 30 minutes
Action : 1 hr
Small group affected. Business degraded with workaround available.
Single user or small team experiencing application error or connectivity issue.
Response time: 2hrs
Action : 4hrs
Low impact. Minor irritation rather than a stoppage.
Non-urgent configuration request, minor software issue, general query.
Response time: 4hrs
Action : 8hrs
Scheduled work, change requests, planned improvements.
Planned upgrade, new user setup, scheduled maintenance.
Response time: As scheduled
Action : As scheduled
To install TakeControl, please enter your 9-digit pin code on the right. If you don’t have a code, please contact our engineers! For Mac Installs please press on the link here
