Help Desk & Remote Support
- Desktops and laptops
- User access and applications
- Connectivity and general IT incidents
- Remote troubleshooting and service requests
Customer Support
IT Support
Technical support when and where your business needs it.
Structured Assistance
Technical Support When and Where You Need It
GIS360 provides structured technical support for businesses requiring remote assistance, managed IT support, field engineering and on-site technical services.
Whether you need help resolving an IT issue, coordinating an engineer visit or supporting a location remotely, our team can help identify the appropriate service path.
Existing customers should use the support channel specified in their GIS360 service agreement where one has been provided.
Support Request
Tell us how we can help
Provide a short description so the GIS360 team can identify the appropriate support path.
24/7 Support
Continuous coverage where included
24/7 technical support is available for services and customers where continuous support coverage forms part of the applicable GIS360 service arrangement.
Contractual response and resolution targets are governed by the applicable service agreement or SLA.
Request checklist
Before Submitting a Support Request
To help GIS360 coordinate your request efficiently, provide as much relevant information as possible:
- Your name and company
- Email and telephone number
- Site/location
- Description of the issue or task
- Affected device/system where applicable
- Business impact and error message
- Preferred contact method
- Required attendance date where applicable
- Ticket, customer or site reference
- Asset information where available
Not every item is mandatory. Existing customers should include relevant references where available.
Priority Guidance
Describe the actual impact
Critical
A major business-critical service or location is unavailable and there is significant operational impact.
High
A serious issue is substantially affecting users or operations but some business functionality remains available.
Normal
A standard support request, individual-user issue, planned task or non-critical technical requirement.
Priority classification and response targets may be adjusted in accordance with the customer's service agreement and the actual impact of the incident.
On-site technical capability
Field Engineer Dispatch
Need Technical Support On-Site?
GIS360 can coordinate qualified field engineers for customer locations according to service requirements and engineer availability.
For an efficient dispatch, provide the complete site address, on-site contact, required date and time, task description, equipment involved, access requirements, remote technical contact and any required tools or parts where known.
Request Field SupportExisting Customers
If your organisation has been provided with a dedicated GIS360 Help Desk, service desk, ticketing portal, escalation number or project-specific support channel, please continue using that channel for operational requests.
Recruitment Enquiries
Technical recruitment and employment enquiries are not technical support requests.