Help is available:
- from the FAQs in the ‘Help’ tab of our website www.1-stop.biz ;
- by email to firstname.lastname@example.org; and
- from 1-Stop Helpdesk on 1300 881 055.
General goals for customer service support
Refer to the 1-Stop Support Delivery Workflow for detailed information about response protocols for customer enquiries. The table below provides a summary of response targets (source: 1-Stop Support Delivery Workflow).
Expected Update Time Interval
Any issue that has a critical business impact on the client; no possible workaround
every 30 mins
Any issue that has a severe business impact; a workaround may exist.
8 business hrs
every 120 mins
Any issue that does not require resolution on the same business day
24 business hrs
every 360 mins
Any issue that has no stringent requirements for resolution
80 business hrs
every 1200 mins