There are 4 simple ways to contact us:.
By submitting a Support Request here
By phone at +61 (0) 2 4786 0426
By email at support@switchdin.com
By connecting to our chatbot in our mobile app (Support menu) or our support page on SwitchDin.com
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
All relevant details including Droplet ID, Unit name, Portfolio name, Stormcloud user email address
Sense of impact and urgency
When you can contact us
Live support is available from 9:00AM-8:00PM AEST during business days applicable in your state.
Extended support hours available upon request.
How to check the progress of your request
Follow the steps outlined here to view the progress status of any open ticket with SwitchDin Support.
What your request status means
New means that your request has been received but has not yet been assigned to an agent. The New status can indicate that the support team is evaluating the request, to determine who should be assigned to resolve it.
Open means that the request has been assigned to an agent, and we are working to resolve it.
Pending means that the assigned SwitchDin agent 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 response 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, if you have a follow up question, you can reply back to the SwitchDin's email notification to reopen the ticket.
Closed means that the ticket is solved, kept in SwitchDin’s historical logs and can't be reopened. Requesters can, however, can create follow-up requests, which will open a new ticket.