We provide direct functional, educational, and technical support for all elements of our products and services, both software and hardware-related, to name a few: Droplet, Stormcloud, Stormcloud IQ, our Utility Server, our VPP Console..

How to contact our support team

There are 4 simple ways to contact us:.
- by phone at +61 (0) 2 4786 0426;
- by email at support@switchdin.com;
- by filling out a ticket form from our public website.
- by connecting to our chatbot in our mobile app (Support menu) or our support page on SwitchDin.com

When you can contact us

Live support is accessible from 9am to 5pm within your local time zone across Australia during business days applicable in your state.

How you can help us fast-track your request

Before contacting us, ensure you gather the following information if possible to help us triage, identify your system and reach back:
- Phone number to call you back
- Droplet ID OR Unit name OR Address of the site OR name of your portfolio OR user email address
- Sense of impact and urgency 

What level of service you can expect from us

Our default service level agreement aims at the following, depending on the priority of your request:

For the purposes of this table, the following terms shall have the following meanings:
(a) First Reply means the elapsed time from the time SwitchDin receives notification of a problem, either from monitoring alerts or from an open request, until SwitchDin notifies you that SwitchDin has begun providing the relevant assistance.
(b) Resolution means the elapsed time from the time SwitchDin receives notification from you of an issue until SwitchDin provides a fix or a workaround.

What priority we give to your request

Our team is trained to determine which priority to give to your request based on the context you share with us and the following table:

What your request status means

If enquiring about the status of your request, you can refer to the following classification. A status can be set and updated either manually by us or automatically via our business rules.

New means that your request was received but has not been opened and has not been assigned to us. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.

Open means that the request has been assigned to us and we are working to resolve it. Once a ticket status changes to Open, it can never return to New.

Pending means that the assigned SwitchDin employee has a follow-up question for the requester. Our team member may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information we need to continue resolving the request.

On-hold means that the support request is awaiting a resolution from a third party, someone who is not a member of SwitchDin.

Solved means that we have resolved the support issue. Solved problems are closed, typically, a number of days after they have been set to Solved. Until a problem is closed, it can be reopened. For example, you may not agree with us that the support issue is fully resolved and reply back to the SwitchDin's email notification.

Closed means that the ticket is solved, kept in SwitchDin’s historical logs and can't be reopened. Requesters however can create follow-up requests.

How to check the progress of your request

To check the progress status of every ticket you or your organisation have opened with us:
1) Visit our online support center at https://support.switchdin.com/hc/en-us
2) Sign in by clicking at the top right corner of your screen

3) Once signed in, click on your name to display a drop-down menu and select 'Requests'