bookitLive technical support

Support process

• BookItLive subscribers with standard support can submit support requests by online submission via our Help page using the "Submit a ticket" link
• BookItLive subscribers with premium support can submit support request by online submission via our Help page using the "Submit a ticket" link or contact us by phone +61 8 9444 5300 (extension #6).

Support hours

BookItLive subscribers with premium support 

Technical engineers are available 24 x 7 to provide support over the web and phone, including on public holidays. 

BookItLive subscribers with standard support 

Technical engineers are available business hours 9:00am - 5:00pm AEST/AEDT to provide support over the web (excluding Victoria-wide and Australia-wide public holidays). 

Priority levels

When a support ticket is initiated with the BookItLive technical support team, it will be classified according to the following Priority levels:

• Priority 1 - Urgent: The service is “down,” operation of the service is severely degraded, or there is a critical impact to the service due to a fault with our servers or other software issue.
• Priority 2 - High: Significant aspects of the service are negatively affected by inadequate performance of our servers or other software issues.
• Priority 3 - Normal: General issues related to a feature or a set of features. Operational performance of the service is not impacted. BookItLive will provide reasonable resources during standard business hours (excluding Victoria-wide and Australia-wide public holidays) to assist in resolving the problem or providing a workaround.
• Priority 4 – Low: Informational or Feature Change Request: Customer requires information or assistance with service’s capabilities, installation, or configuration, and there is little to no effect on its business operations. Included are requests for information, assistance, features, etc. Such requests will be handled within BookItLive 's standard business hours (excluding Victoria-wide and Australia-wide public holidays).

Target response times

The target response time for a support ticket submitted via the BookItLive online Help page will be the time:

(a) commencing when BookItLive receives a support ticket from customer, and;

(b) ending when customer receives notification that the support ticket has been logged. 

BookItLive subscribers with premium support

• Priority 1 - Urgent: 4 Hour
• Priority 2 - High: 8 Hours
• Priority 3 - Normal: 72 Hours
• Priority 4 - Low: 72 Hours

BookItLive subscribers with standard support

• Priority 1 - Urgent: 72 Hours
• Priority 2 - High: 72 Hours
• Priority 3 - Normal: 72 Hours
• Priority 4 - Low: 72 Hours