Support Availability

Our standard support hours are 9am to 5pm, Australian Eastern Standard/Daylight time during standard New South Wales/Victorian business days. We aim to provide initial responses to all tickets/emails within 24hrs. 

Standard Support

Standard support is available to all customers with support/maintenance through our online portal by submitting a ticketing and provides technical product related support, such as:

Answers to commonly asked questions are also available from our Knowledgebase or you may submit a topic to our Community Forum.  Information that assists us in addressing support queries are listed in this article: Safran Risk Support - What to provide

Our Support Team will provide meeting details to further assist if required to resolve issues.

Expert Practitioner Support

Expert Practitioner Support is a pre-paid time based add-on service available to customers that provides 1:1 assistance (remotely) to assist with non-technical product related support, such as:

Requests for Expert Practitioner support are raised by submitting a ticketing and booking a call via our calendar booking system to select a date , time and duration from available times (see this article for help). Support is then drawn down from the pre-paid allocation in whole 30min increments.