What Counts As Level 5 and 6 Critical Support Over the Christmas Break?


Clue christmas break & critical support
Our office will be closed from Friday the 18th December 2020 and will open again on Monday the 11th January 2021. We wish you a safe and happy festive season! 

Support over the Holiday Period

From the 18th December until we reopen on the 11th January we will only be able to offer Level 5 & Level 6 Critical Support to our clients, via phone. All emails to support@cluedesign.com.au will not be picked up at all between the 18th December - 11th of January.  Access to Critical Support will be available through the usual office phone number (08) 9368 0777, which will be redirected to an on-call Clue team member. 

What Counts as Level 5 & 6 Critical Support? 

Level 5 Support covers only critical website issues that cause significant impact on the client's primary business function; for example if the entire website crashes due to code errors or if customers cannot place orders. Level 6 Support applies only for critical server and network issues. This is if the web server fails or is unreachable due to hardware, software or network failure or if there is a serious security issue or vulnerability, for example a hacking attempt or DDOS attack.

From the 11th January support will be available as normal, so if your issue is not Level 5 or Level 6 Critical, please wait until then to contact us and we will be happy to help.

Billing Updates 

We will be unable to send out invoices or receipts during the holiday period.

Direct debit payments will be withdrawn on their standard date, while credit card payments will be processed the day the office re-opens. All invoices and receipts will be emailed out by the 15th of January.

If you have any questions or concerns about this, please contact the office before the 18th of December.

Category: Blog