Get Support
Log a support request with our Queenstown helpdesk.
Emailing the helpdesk is the preferred way to log standard support requests. For urgent issues, please call our office number so the request can be triaged and handled through the correct support process.
Contact channels
How to reach the helpdesk.
Standard support requests
Email the helpdesk or use the support form below for general IT, POS, device, Microsoft 365 or Google Workspace, backup, internet, network, phone, printer or consumables issues.
Urgent & after-hours support
If the issue is urgent or affecting your ability to trade, please call our office number so we can triage the request appropriately. Outside normal office hours, after-hours support may be available and additional charges may apply — please still call rather than emailing.
Please use our main support channels
To ensure support requests are logged, visible to the team and followed through properly, please use our helpdesk email or main office number rather than contacting individual staff directly. This helps us assign requests to the right person, maintain continuity if a team member is unavailable, and respect clear boundaries for staff time outside of work.
- Requests are logged and tracked
- Assigned to the right person
- Visible across the team
- Continuity if a team member is away
- Proper triage and follow-through
- Clearer reviews and reporting over time
Urgency guide
How we prioritise incoming requests.
All support requests are reviewed and triaged based on the nature and impact of the issue.
| Level | Definition |
|---|---|
| Critical | Business cannot trade, POS outage, internet outage or major system down. |
| High | Multiple users affected or a key system is degraded. |
| Normal | Single user issue or standard operational issue. |
| Low | Change request, advice, minor issue or future work. |
Office hours: Monday to Friday, 8:30am to 5:00pm (excluding public holidays).
Support form
Log a support request.
Please include enough detail for our team to triage the request. Fields marked with * are required.