Client Portal
Lodge a new request, add information and review the status of existing tickets under your client account.
Best forTrackable requests and updates
Open Client Portal ↗CLIENT SUPPORT
Get the right issue into the right support path—and keep it visible.
Existing MiCiS clients can lodge and track tickets through the Client Portal, email support@micis.net, use the MiCiS support app where installed, or call when service impact is urgent. For non-urgent help, use the chat button at the bottom-right of the website. Critical after-hours incidents should use the 24/7 telephone path. Start with the affected users, sites or systems and the business impact.
Ticket priority, support window, emergency rates and after-hours handling follow the applicable agreement.
Support route map
Agreement-led
Start with the channel that matches the issue
01
Client Portal Lodge, update and track support requests
Track ↗ 02Support email Send a request to support@micis.net
Email →
03
MiCiS support app Open from the Windows taskbar where installed
App ✓
04
05
Website chat Use the bottom-right chat button for non-urgent assistance
Chat ↘Urgent and emergency support Call for critical service impact, including after hours
24/7 ↓
Website chat is for non-urgent assistance. For urgent or critical service impact, call MiCiS. For an immediate threat to life, safety or active crime, contact local emergency services first.
Email
support@micis.net
Creates a ticket in the MiCiS support system.
Phone
1300 742 082
Use when service impact is urgent.
Portal
Client Portal
Lodge, update and review support requests.
Emergency
24/7 request path
Gold contracted; other plans subject to emergency rates.
LODGE A SUPPORT REQUEST
Use the channel that keeps the request visible.
A ticket gives the support team the information needed to triage, escalate and communicate. The website chat button at the bottom-right can be used for non-urgent support conversations. Calling is appropriate when impact is urgent or critical, particularly after hours, and the request should still remain recorded in the support system.
Support email
Email support@micis.net. The message enters the ticketing system so the request can be triaged and assigned.
Best forNew requests with written context
Email support →MiCiS support app
Where the MiCiS RMM application is installed, use its taskbar icon to open and lodge a support request from the affected computer.
Best forDevice-specific requests
Use the taskbar iconTelephone support
Call when the issue is urgent or has material service impact. For critical after-hours incidents, use the 24/7 emergency path and provide any ticket number already created.
Best forUrgent or emergency service impact
Call 1300 742 082 →SUPPORT COVERAGE
Support hours change with the support arrangement.
The coverage window is when the help desk accepts and handles support requests. It is not a guaranteed resolution time. Priority, response targets, included services, onsite work and after-hours charges remain specific to the applicable agreement.
- ✓
Check the agreement. The signed support schedule prevails if it differs from the standard windows below.
- ✓
Lodge first, then call if urgent. A ticket record keeps evidence, actions and communication together.
- ✓
Critical periods can be agreed. Extended coverage for defined systems or periods must be documented.
Standard support windows
Sydney timeCoverage by support arrangement
8:30am–5:30pm
Monday–Friday
Best-efforts business-hours supportRequests are handled subject to technician availability. No contracted response target applies.
Business hours8:30am–5:30pm
Monday–Friday
Contracted business-hours coverageAfter the coverage window, standard requests are handled in the next applicable support period.
Bronze8:00am–10:00pm
Monday–Friday
Extended weekday coverageAfter the coverage window, standard requests are handled in the next applicable support period.
Silver24 hours
7 days a week
Continuous help-desk coveragePriority, escalation and service-specific response arrangements remain governed by the agreement.
GoldThe standard windows describe help-desk coverage, not a guaranteed time to resolution. Emergency assistance outside a non-Gold support window may be requested through the 24/7 path below and is subject to emergency rates and on-call availability. Your signed agreement prevails.
EMERGENCY 24/7
Critical support can be requested at any time.
For a critical business-impacting incident outside your normal support window, call MiCiS rather than relying on email alone. Gold Support includes 24/7 coverage within the contracted scope and priority model. Ad hoc, Bronze and Silver clients may request emergency assistance, subject to on-call availability and emergency rates.
- 01
Use for critical impact. Examples include a whole site or core service being unavailable, a suspected security incident or no practical workaround for essential operations.
- 02
Call first. Do not rely on email alone for a critical after-hours incident. State the organisation, site, affected service, business impact and any ticket number.
- 03
Keep a ticket record. Lodge or update the request through the Client Portal, support email or MiCiS support app so evidence and actions remain together.
- 04
Life safety comes first. Contact local emergency services first where there is an immediate threat to life, safety or active crime.
Emergency response path
Call first
24/7 critical-incident escalation
Confirm critical impactIdentify the affected service, users or site, business consequence and whether any workaround exists.
AssessCall MiCiS supportAustralia: 1300 742 082 · New Zealand: +64 9 884 4156
CallLink the ticket recordProvide the existing ticket number or create a record so evidence, actions and communication remain visible.
RecordUse the agreed on-call pathPriority, remote or onsite response, specialist escalation and third-party coordination follow the applicable agreement.
EscalateAn emergency request does not guarantee immediate onsite attendance or a fixed resolution time. Availability, priority, scope, charges and the next accountable action are governed by the applicable agreement and circumstances.
WHAT TO INCLUDE
A useful ticket explains the impact before the technical theory.
Support can move faster when the request starts with the operating impact and enough evidence to identify the affected path. Unknowns are acceptable when they are clearly identified.
Who and where
Organisation, site, affected user, device or service location.
IncludeBest contact and location
What is affected
The system, application, circuit, phone, camera, door or business function.
IncludeService or asset reference
Business impact
One user, a team, a whole site, customers, revenue, safety or operational continuity.
IncludeScope and urgency
When and what changed
When the issue began, whether it is intermittent and any recent change or outage.
IncludeTime, frequency and change
Useful evidence
Exact error text, screenshots, test results and the steps already attempted.
IncludeRepresentative evidence
Deadline or constraint
Operating windows, upcoming events, access limits and when an outcome is needed.
IncludeDates and constraints
Do not send passwords, private keys, recovery codes or unnecessary sensitive information by ordinary email or ticket note.Use the agreed secure transfer method when protected information is genuinely required.
HOW SUPPORT MOVES
From first report to a named next action.
The exact path changes with the issue, but the operating discipline remains the same: capture the impact, assign the right level, retain evidence and make the next owner visible.
Ticket path
TrackableFrom request to confirmed outcome
- 01
Capture the request
The ticket records the issue, contact, impact, evidence and timing.
OutputVisible support record - 02
Triage and prioritise
Impact, urgency, affected users, workaround and agreement shape the priority.
OutputAssigned priority and owner - 03
Resolve or escalate
Level 1 handles general support; specialist and third-party paths are used where required.
OutputTechnical next action - 04
Confirm and close
The result, outstanding items and any follow-up work are recorded before closure.
OutputConfirmed outcome
Changes, projects or requests outside the current support scope may be separated into a work order, quotation or project while the original support context is retained.
SUPPORT CONTACTS
Use the number or channel that is most convenient.
Use the national number from anywhere in Australia, or a regional number where that is more convenient. The support email and Client Portal remain the preferred paths for creating a trackable request.
Support contact directory
Existing clientsAustralia and New Zealand support contacts
FREQUENTLY ASKED QUESTIONS
Questions to settle before or during a support request.
A useful support arrangement should make the ticket path, coverage window, priority model and escalation responsibilities easy to understand.
Your agreement is the source of truthSupport windows, response targets, included services, escalation paths and after-hours arrangements are documented for each client.
Client Support FAQ
Answers before or during a support request
01 Does emailing support@micis.net create a ticket?
Yes. Emailing support@micis.net sends the request into the MiCiS support system so it can be recorded, triaged, assigned and tracked. Keep one issue per email where practical and reply to the ticket thread when adding information.
02 When should I call instead of only lodging a ticket?
Call when service impact is urgent, widespread or time-critical. A ticket should still exist so evidence, actions and communication remain visible. For an immediate threat to life, safety or active crime, contact local emergency services first.
03 What happens if I need emergency support outside my plan window?
Gold Support provides 24/7 coverage within the contracted scope and priority model. Ad hoc, Bronze and Silver clients may request emergency assistance at any time by calling MiCiS, but work outside the normal support window is subject to on-call availability and emergency rates. The signed agreement and circumstances govern the response.
04 How is ticket priority determined?
Priority is assessed from business impact, urgency, the number of users or sites affected, available workarounds, safety or operational consequences and the applicable agreement. The initial priority may be adjusted when better evidence becomes available.
05 Can MiCiS coordinate another carrier, vendor or internal IT team?
Yes, within the documented scope. MiCiS can retain the technical context, provide evidence and coordinate the next action while each provider’s contractual, licensing and delivery responsibility remains visible.
06 Should passwords or private keys be added to a ticket?
No. Do not place passwords, private keys, recovery codes or unnecessary sensitive information in ordinary email or ticket notes. Use the secure transfer method agreed with MiCiS when protected information is genuinely required.
07 Can I track or update an existing ticket?
Use the Client Portal to review requests available to your account, or reply to the existing ticket email so the update stays with the same support record. Avoid opening duplicate tickets for the same issue unless instructed.
08 Can I contact MiCiS through website chat?
Yes. Use the website chat button at the bottom-right of any public MiCiS website page for non-urgent support conversations. The Client Portal and support email remain the defined paths for lodging and tracking support requests. Chat is not the emergency support path and should not be relied on for urgent or critical after-hours incidents; call 1300 742 082 instead. Do not enter passwords, private keys, recovery codes or unnecessary sensitive information in chat.
Need help with an active issue or critical outage?
Lodge the request through the Client Portal or support email, then call when the service impact is urgent. For a critical after-hours incident, use the 24/7 emergency path. Non-Gold emergency work is subject to on-call availability and emergency rates.