I need help!
No worries, Otto has IT covered!
If you run into a problem, just reach out to our friendly helpdesk to get you back on track.
There are 3 easy ways to log a ticket for IT support -
- Logging the issue via OttoHub
- Emailing our support team
- Simply giving us a call on 1300 688 648.
Otto is onto IT
When we receive your ticket, our helpdesk team will then assess the priority of the issue so that we can send it on to an appropriate technician. Your ticket can be assigned any of the following priority levels:
- Standard Priority This is for tickets where the issue needs to be resolved but it doesn’t necessarily impact anyone’s ability to continue working.
- Elevated Priority This is assigned to tickets where a faster resolution is needed, but the issue isn’t having a major impact on the business.
- Critical Priority This is for tickets where the issue is seriously impacting your business and needs resolving ASAP. It may be a hardware failure, or that an essential business application has stopped working.
Our technicians get to work
Our capable team of technicians start investigating your issue. They’re there to discover the cause and implement a permanent fix – and we’ll make sure we’re keeping you in the loop every step of the way.
Ticket Talk
Great IT customer support is the oil that keeps businesses running smoothly, which is why we offer ticket talks with your Service Delivery Team Leader. Short and sweet, these chats will deal with open tickets and setting your IT support priorities, making sure that we’re all on the same page when it comes to IT issues and projects.
Technology Strategy Meeting
Each month, our tech team will touch base with your business for a short session on our progress, the health of your IT systems, and any challenges or changes that we need to get on top of. Being proactive is the name of the game, and we’re not about to sit around and wait for an IT problem to occur when we could’ve prevented it from happening.
Ticket is resolved
High fives all round! Our team of technicians have been digging away and found the cause of your issue. They’ve implemented a fix and have reached out to let you know. After your ticket has been closed, you’ll receive a follow-up survey for our team. You can tell us about your experience and give us any feedback you like on our service.
I need to escalate my ticket
No worries! Just call our helpdesk and chat to one of our Team Leaders. This will help us understand the urgency of the issue and they will escalate the ticket for you. If you wish to escalate the ticket even further, you can give your dedicated Account Manager a call directly and they’ll follow-up with our technicians to ensure a resolution for you ASAP.
