Server Outages
How to get Help Quickly
auStores operate a highly efficient, and prioritized support system.
To get help fast, you need to firstly consider our 6 service levels carefully.
Level 1:- Server malfunctions or network outages affecting multiple users
Level 2:- DNS, Routing, MySQL, Mail, or Apache issues affecting multiple users
Level 3:- Any of the above affecting a single user only (You)
Level 4:- Broken Websites less than 60% operational (Calculated by our technicians)
Level 5:- "Bugs" - Addons - Page errors - Permissions etc
Level 6:- General, Billing, or Sales enquiries, Cosmetic changes, Alterations, and Re-Configurations
Basically, if we have a Level 1 issue on our hands, then it is highly unlikely that a user enquiring about site configurations will receive an immediate response.
It would also be very unfair if you experienced a Level 3 situation, and our support line was busy with someone just wondering if their page could be resized!
If you have service difficulties, check your Level (3, 4, 5, or 6) first!
Levels 1 and 2 will only ever be apparent to our technicians, so your choices are 3, 4, 5, and 6 only!
This will give you a clearer indication of Technical support response times. Generally, unless a Level 1 or 2 situation has arisen, most Tickets are acted upon within 25 minutes!
Secondly, while a support phone-call may seem the ideal way to report your situation, it is NOT the best way to contact the support team.
Phone conversations can easily be forgotten in part, particularly if the lines are busy with multiple callers, as there is NO hard-copy reporting of the incident!!
The accepted method is by "Job-Card", or more commonly known as a "Support Ticket".
Let me clarify exactly how the support system operates.
Your Support Ticket or email operates just like a time-stamped job-card of a 000 emergency operator.
The details are time-stamped and immediately dispatched to the relevant department for action. The technician assigned your "Job-Card" will be the person who carries out the work, liases and reports back directly to you. This prevents your request from "sitting on the shelf", ensures your technical support, and avoids having technical support personnel trying to do multiple tasks.
Thirdly, if you need Instant Replies to multiple Level 6 enquiries, then we fully recommend the use of our "Live Help" online chat system.
Clicking on the Live help icon 
when it is available will open a small chat window on your screen. Simply type a brief outline of your enquiry, and our operator will answer you back. Always wait for the reply to appear before typing a new sentence, to avoid harassing the operator, and unnecessarily congesting the network.
Telephone Support Line
The 24/7 direct telephone support line number is currently only available to PREMIUM e-Store and CUSTOM + MAXIPLAN owners. It is available as an OPTION on the STANDARD e-Store and MIDI-PLAN packages.
Please contact support@austores.com.au should you wish to upgrade to this service.
