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Raise a CRITICAL support ticket

Service Desk Hours

GovCMS Service Desk hours are 8:00am - 8:00pm AEST Monday to Friday
(excluding public holidays in Victoria only).

Critical or High? What's the difference?

Issues that meet the criteria for a critical request, can be reported using an online ticket (our preferred method) or by telephone.

  • Online ticket: Tickets designated with a critical business impact initiate internal alerts and designate the request for a priority response.
  • Phone: When raising a critical request by phone,
    • during service desk business hours, your call will be answered if possible or directed to a voicemail.  Leave a message with the name and phone number of the technical contact to be contacted, website name, and a description of the issue. Be sure to include a clear description of the symptoms and any actions taken that may be related to the cause or attempted remedies.  
    • outside of business hours a recorded message will direct users to log a critical ticket online.

Critical tickets raised outside of business hours will get people out of bed. If your issue doesn't warrant this kind of response, raise it as a high priority issue in the first instance. You can always escalate the issue later if your business impact changes.

Managing critical tickets

During business hours

Salsa Digital’s service desk agent will take the following actions:

  • Initial action: Acknowledge the issue raised in the support ticket, or create a ticket if the issue is raised by phone. The GovCMS team at the Department of Finance will also be made aware a critical issue has been raised.
  • If changes to your site or configuration are needed, you will need to provide confirmation in a ticket for changes to the website or configuration that were requested by phone.
  • Ongoing action: Issue regular agency and internal updates until resolution.
  • Where necessary Finance may issue updates to other agencies.

After hours

Salsa Digital’s on-call support team member will take the following actions:

  • Initial action: Contact the agency reporting the issue.
  • If changes to your site or configuration are needed, you will need to provide confirmation in a ticket for changes to the website or configuration that were requested by phone.
  • Ongoing action: Issue regular agency and internal updates until resolution.

Depending on the severity of the issue and the number of sites affected by the issue, the Salsa Digital support team will notify the Department of Finance on-call service operations contact.