The ICT Shak – Support Policy
Business Hours: Monday to Friday – 9:00 AM to 5:00 PM (AEST)
Closed on weekends and public holidays.
Support Channels
All support requests must be submitted via our support ticket system (email or client portal).
Phone support is available for urgent issues during business hours only.
A support ticket can only be raised by either:
- Logging into the client portal: https://billing.theictshak.com.au, or
- Emailing:
This email address is being protected from spambots. You need JavaScript enabled to view it.
When a support ticket is raised, you will receive an email acknowledging that your ticket has been logged.
For support to be actioned, a support ticket must be raised in this manner.
Emails sent to any other address will not generate a support ticket and may not be responded to within a timely manner.
After-Hours Monitoring
- Support Tickets are monitored outside business hours. Urgent issues may be addressed earlier at our discretion.
- Phone Calls outside business hours go directly to voicemail. Voicemails are monitored, and critical issues may be actioned outside hours if required.
Website Hosting Monitoring
Website hosting is monitored 24/7 by our external hosting support team to ensure maximum uptime and rapid response to server-level issues.
Support Ticket Turnaround Times
Turnaround times apply to requests received during business hours.
| Priority Level | Description | Estimated Response Time |
| High (Urgent) | Website is down, security or server issues. | ASAP |
| Medium | Site performance issues, critical feature not working, plugin errors, non-critical functions, email deliverability | Within 1-2 business day |
| Low | Minor content updates, layout tweaks, general enquiries | Within 2-3 business day |
Exclusions
- Resolution times may vary depending on third-party platforms or service providers.
- Major development or custom requests may require additional scoping and quotation.
- Non-urgent requests submitted outside of business hours will have their response time calculated from the beginning of the next business day.
Disclaimer
We will undertake Commercially Reasonable Efforts to resolve issues in a timely, courteous, and professional manner. However, we make NO WARRANTY of any kind with respect to the software or with respect to whether the use of support services may resolve any particular issue.
