Support

Please use the following details to contact Myrtec for IT support. For general contact information, please click here.

Contact Details

The following contains support contact details for business hours and after hours support. The support phone number will divert to an on call engineer outside of business hours.

After hours support is provided on a best effort basis unless a prior agreement has been signed. If your support call is unanswered, please leave a message with your name, business name, details of your support request and best contact information.

Note: For after hours email support requests, you must also call to receive confirmation that your request has been received.

Phone: 02 4032 7202 (or +61 2 4032 7202)
Email: support@myrtec.com.au
Web: portal.myrtec.com.au

Escalation Details

Major Incident or Critical Failure of Power/Internet Infrastructure

Phone: 02 4023 5992 (or +61 2 4023 5992)
On Call Mobile: 0466 002 322 (or +61 466 002 322)
Twitter: Myrtec@Twitter

Standard Charges

Work performed within standard office hours (8:00am to 6:00pm Monday-Friday, excluding public holidays) will be charged at the standard hourly rate. After hours support or overtime is charged at 1.5 times the standard rate with a minimum charge of 2 hours. Please note that Myrtec does not provide third party warranty services and charges may apply for warranty support.

Please contact Myrtec for a copy of the standard rates and charges.

Response Times

Response time for support requests are based on the impact and severity of the issue. Myrtec aims to respond to all issues during business hours within 4 hours.

Support Agreements

Any contact details, charges or response times outlined in an existing service or IT support agreement takes precedence over these details. Please contact your account manager if you would like to discuss your specific requirements.

Myrtec Agent

In order to receive support you may be asked to install the Myrtec Agent or run a remote access program on your computer. To install the Myrtec Agent or quick connect client please use the following links:
 

Myrtec Agent: Download the Myrtec Agent and select run to install the application
Quick Connect Client: Visit connect.myrtec.com.au and run the quick connect client
TeamViewer: Visit www.teamviewer.com and select the "start full version it's free" button