Contact an Engineer
Freecall (business hours): 1300 727 733
Phone 24 x 7: 61 2 8873 8999
Email: support@ico.com.au
EMERGENCIES
Support technicians can be reached in an emergency, 24x7 by dialing the number above and following the instructions. You will be put through to a live operator.
Please note that an emergency is "any event that is stopping your website from being available to visitors." This could be any problem; network, application, data etc.
An emergency is NOT a problem with your email or connectivity to the Internet.
It is our experience at ICO that Technical Support is most often needed at three main times:
- When a server is being tested, before it goes live.
- When something isn't working correctly in the application or database.
- In an emergency, when the site or server is down for some unknown reason.
If you think about each of those moments, you'll probably come to the same conclusion we reached when we started this business. Without exception, at each of those times, you'll want to be talking to someone who knows their stuff.
What you don't want is to have to fill out a "trouble ticket" and mark it "urgent"; or to have the phone picked up by the only person at the facility, who is the night watchman; or sometimes worse yet, to have to explain your problem to someone who does not understand.
At ICO, we will never have a "trouble ticket" system, or be unreachable by phone, or not have someone on duty for you. You can always speak to an ICO support engineer during the day, and at any time in an emergency. Our support is on the phone, unlimited and doesn't end until the situation has been resolved.
And our support engineers aren't based offshore, or dealing with broadband modem problems, or selling domains, or creating websites.
ICO doesn't do things by halves. We are the most specialised hosting company in Australia, and we have only one business, one goal, and one focus. Server Uptime.
We believe that to do that well, our support engineers should be Degree qualified and Microsoft certified and/or Red Hat Linux certified. We believe that our first-line support people should be software and database knowledgeable. That they should have good communication skills and a dedication to their work. That they should be methodical, yet lateral in their thinking.
That's what we supply to you at any time you need us, whether there is a problem or not, whether the matter is trivial or major. We're here to keep you online. We're a resource that's highly specialised and has probably seen something like your problem before. So we can generally provide a solution quickly and efficiently.
Like everything we do, it's part of the partnership we provide. Skilled, qualified support engineers who will complement your own team and resources.
