Comvergence offers several ways of contacting our support desk to resolve your service issues. Our staff will make every effort to resolve your issue within the target time.
1. Email
2. Contact Form – Support
3. Customer Portal “The Zone”
4. Telephone
Please classify the Severity of all network support requests according to the following table:
Standard Business Hours: Monday – Friday 8:30am – 5:30pm (Friday till 5:00pm)
Severity of Network Support Request Target Time to Respond Target Time to Repair
1. The Service is down 30 minutes (advise Comvergence via phone) 60 minutes
2. The Service is severely degraded and is negatively impacting parts of the business 60 minutes 3 hours
3. Operation performance is impaired while balance of the business is operational 2 hours 8 hours
4. Request for information or assistance on solutions required 24-36 hours 24-72 hours
Outside of Business Hours:
Severity of Network Support Request Target Time to Respond Target Time to Repair
1. The Service is down 60 minutes (advose Comvergence via phone) 120 minutes
2. The Service is severely degraded and is negatively impacting parts of the business 120 minutes 6 hours
Any service issues outside Business Hours that are not related to the Core Comvergence Network such as DSL Line Faults/Assistance and Voice Difficulties will only be handled during business hours. Severity 3 or 4 services tickets created will be actioned during standard business hours.
In the subject line of the support request, please include:
The Severity of your network support request from (1 – 4) in order for us to assist in troubleshooting.
Type in www.comvergence.com.au and enter your username and password in the top right hand side of the home page.
A list of all services currently provisioned under your account will be listed.
Access to all Call Forwards, and Voicemail settings are available within the services.
A support request ticket may be logged directly from the portal.
Phone 1300 550 125,
Press Option 1(One) for support or option 2(Two) for billing enquiries
Please have your account number ready and available when contacting us via phone so that we can assist you promptly.