Support Channels
You can request support by registering and submitting a ticket in our Support Portal powered by JIRA Service Desk. This is our recommended method of contact.
You can also email support@techtime.co.nz.
If you wish, you can contact our Wellington, New Zealand office by telephone on +64 4 570 00 48, although we can only provide very limited support via this channel. Be prepared to be asked to create a support ticket.
If the number is busy or not attended to, you will eventually be redirected to a voice mail. If you are, please do leave some meaningful information about your issue along with your contact details, so we can get back to you ASAP. The recording will then be forwarded to our Service Desk.
Support Hours
We do offer support 24x7 when you contact us via the above channels.
Our office hours are 9 am - 6 pm NZST Monday through to Friday. Please note that telephone support is not available during Wellington or New Zealand Public Holidays.
Our Response Times
When you contact us via our Support Portal or by email, you will initially receive an automated response within 15 minutes. This is an acknowledgment that we have received your request, and it has been logged into our Service Desk. You should then receive a response from us within the next 12 hours where we'll work with you to resolve your issue.
Our Support
Includes:
- Answering questions about the functionality of one of our add-ons
- Investigating defects identified with one of our add-ons. Any fixes, depending upon their severity, may then be scheduled to be included in our next add-on version upgrade
- Assisting you with minor configuration changes or workarounds
- Noting any future enhancement requests for one of our add-ons
- Collecting any feedback about one of our add-ons and, where appropriate, ensuring this is incorporated into future version upgrades
Does Not Include:
- Training
- Assisting you with major configuration or other script changes
- Support for issues that are not related to one of our add-ons, although we may be able to assist you identifying your 'next steps'