Whether your website is experiencing downtime, displaying security errors, or you need assistance with updating content, Smarter Tourism Technology is here to help. Our team possesses the expertise to swiftly address a variety of issues, ensuring your website operates seamlessly. Count on us for  support and assistance, providing effective solutions to any challenges you may encounter.

How do I lodge a support request?

To initiate a support request, simply click the “Lodge a Support Request” button at the top of the page and fill out the form. This action will generate a ticket in our support queue, enabling our team to assist you promptly.

I am not a customer; can you provide me with support?

Certainly! We are here to assist. As a new customer, click the “Lodge a Support Request” button at the top of the page and select the ‘I am a new customer’ option in the form. This will allow our team to create your account and promptly address your request.

What are your support hours?

Our support desk operates from Monday to Friday, 8 am to 5 pm.

How long will it take for you to complete my support request?

We aim to complete support requests within 1 business day of receiving them. During busier periods or for more complex issues, it may take a bit longer.

How much does support cost?

We offer prepaid and post-paid support options. Prepaid support is available in 5-hour blocks, offering a 20% discount on our standard hourly support rates. Postpaid support is charged at $150 per hour (excluding GST). New customers using post-paid support are required to pay for the first hour upfront; any unused portion will be credited to your account.

Do prepaid support hours expire?

No, prepaid hours never expire. You can use them whenever you need assistance.

Is there a minimum billable period for support?

Yes, the minimum billable period for support is 15 minutes per request.

How can I purchase prepaid support hours?

Click on the “Purchase Prepaid Hours” button at the top of the page to buy prepaid hours and enjoy discounted support services tailored to your needs.

Can I lodge a request over the phone?

Certainly, you have the option to lodge a request over the phone. However, for the most efficient and streamlined process to ensure your request reaches the appropriate team member promptly, we recommend using the support request form available on this page.

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