Raising a User Support Request

Selerity customers may request user support via our secure support portal at https://support.selerity.com.au.  The support portal is your primary interface to requesting support from Selerity.  This document outlines the steps to take to make a support request with Selerity.

Access the Support Portal.

Signing Up

Selerity's support portal is found at https://support.selerity.com.au.  To lodge a support request, you first need to create an account with us.  

To do so, first click "Sign In" and then select "Sign Up".  

Your requests and knowledge base articles are linked to the email domain of the organisation of your managed services contract.  When creating a new account, ensure the email address you use is the same as your work account otherwise, your user support requests will not be linked to your organisation and may not be actioned.

When adding a new account, add your name and company email address.

You can also configure your account linking your Microsoft or Google Workspace account if used by your organisation.

Resetting Your Password

If you have an account already and have forgotten your password, you can request a password reset via the "Forgot Password?" link.

Submitting a Request.

To create a new request, click on the link Submit a Request

Information We Require

When submitting a support request, we need as much information as possible in order to address your request.  It is better to include too much information than not enough.  Ideally, the information that we need includes:

• A clear description of the user support you require.  If the request is related to an incident or problem, provide a clear description of the problem you are facing.
• If the request is related to an incident or problem, provide a clear description of the steps you did to encounter the issue.
• If the request is related to an incident or problem, an indication of the number of users affected and whether or not you have a workaround to the issue.
• Screenshots and / or log files or SAS Programs which shows the issue.

In the request form, fields that are marked with an Asterix are mandatory and must be populated.  You can also include attachments such as screenshots, log files etc.  After you have completed the request, press the submit button.  If you know your SAS Version and Selerity project code, please also populate these fields.

Your Request is Submitted.  What's Next?

Your request is submitted into our Help Desk system and is triaged by our Support team.  When performing the triage process we:

• Categorise the type of request you have submitted as either an incident a question or a task.
• We prioritise the request based on the type of request it is and the urgency and impact.
• If we can fix the issue immediately, our support staff will action the request straight away.
• If we cannot fix the issue immediately, we will refer the request to a Support Specialist.

Prioritisation and resolution targets are defined as part of your managed services contract with us.  

After we have triaged the issue, we will notify you if the request is resolved or has been escalated to our Support team.  If we require further information to help resolve the issue, we may get back in contact with you to request further information.  If we require further information, we will place the request on hold until we hear back from you.  If after a period of time we don't hear anything back from you we may close the ticket as we are unable to proceed without the information we requested.

Resolving the Issue

Our support staff will attend to the issue.  Occasionally some issues require an outage in order to resolve.  If this is required, we will schedule an appropriate outage window with your organisational technical contact.  If we do not require any outages, we will generally perform the fix immediately.  In some instances, we may also need to refer the issue to the software vendor.  Selerity will manage this process on your behalf and keep you informed on the progress of this. 

After we have resolved the issue, we will notify you and request that you verify the issue is resolved.  We expect you to respond back to Selerity notifying us.  If we do not hear back from you after a given period of time, we will close the issue on your behalf. 

After the ticket has been closed you may be asked to provide feedback on our performance.  We strongly encourage you to provide this feedback as it is an important tool in helping us manage and measure the quality of our support service.

Other Methods of Raising a Request

In conjunction to the web form, you can also submit a request via email to support@selerity.com.au