How to log an issue

Our preferred method of receiving issues is via our website at: http://www.acuere.com.au/acuere/request.html

Alternatively, call +61 8 8361 8666 and ask for Support, or fax +61 8 8361 8633 attention Support, or email support@acuere.com.au

A support consultant is available Monday to Friday between 08:30 to 17:30 Australian CST (09:00 to 18:00 Australian EST) to take your call.

Who should log an issue?

We expect that issues have been escalated via a customer's internal process to a System Administrator or Super User, and preferably the System Manager who was assigned to the application after the initial implementation project was completed, so as to ensure communication is both efficient and effective.

The System Manager should be considered by the customer as an extension of our support processes within their organisation.

The following are the customer's responsibilities, prior to logging an issue with us:

  • Reproduce error and document the steps to reproduce in a Test Case.
  • Review relevant knowledge base, where available, and
  • Determine the severity of issue per the following.



 

Acuere Pty Ltd. ABN 46 059 577 114. enquiries@acuere.com.au www.acuere.com.au

Adelaide Level 1, 30 Dunn Street, North Adelaide SA 5006. Tel 08 8361 8666, Fax 08 8361 8633
Sydney Level Level 2, 33 - 35 Atchison Street, St Leonards NSW 2065. Tel 02 9966 8055, Fax 02 9966 8311
Melbourne 87 York Street, South Melbourne VIC 3205. Tel 03 9686 3035, Fax 03 9686 1399