Our Customer Service Promise

Our Promise

At Observant, we understand the need for a customer service attitude which overcomes distance. We have a team of dedicated people who pride themselves on delivering an exceptional level of service. This approach extends to all aspects of our products, from comprehensive testing to specially designed packaging, built for long-haul off-road transit.

Across the life of Observant products, we provide assistance through our telephone and internet support team.

Contact Methods

Observant supports the following methods for customers to liaise with Observant on issues requiring support:

Call
- Within Australia: 1300 224 688
- Outside Australia: +61 3 8595 9912
SMS +61 451 562 280 (Australia only)
Email helpdesk@observant.net
Use the Support Widget in Global to ask our Answer Bot any question you have, request a callback, start Live Chat, or leave us a message.

Response Times

We attempt to triage all incoming issues within 1-2 business hours.

Investigation into the issue begins within a timeframe that depends on the Priority as outlined below.

Priority	Investigation begins	Impact on Customer	Common Scenarios
Urgent	Within 0-4 hours, available 24/7	Critical	Danger to lives, livestock Danger to crops Prospect of great financial risk/loss
High	Within 4-8 business hours	Major	No data System offline or in error Anything else blocking the operation of customers
Normal	Within 1-2 business days	Moderate	Issues that are slowing the customer down, but the system is still operational General queries about how to do something that has a moderate effect on operations
Low	Within 2-4 business days	Limited/Negligible	Information on how to do something, that isn't immediately affecting operations

Availability

With a global support team based in Melbourne, Australia, support is available during Monday through Friday from 9 a.m. to 5 p.m., Australian Eastern Standard Time excluding Victoria gazetted public holidays.

However, support is available 24/7 for urgent issues such as:

Danger to lives, livestock
Danger to crops
Prospect of great financial risk/loss

An urgent ticket can be raised from this link. This will raise an alert for a member of the support team outside business hours so please use it only in the cases outlined above.

Scope of Support – What We Cover

Observant support services cover: troubleshooting of field problems, diagnosis of software faults, assistance with using and configuring Observant software.

Observant support services do not cover physical installation, code development, third party software support, third party devices not sold by Observant, system administration tasks (problems with your computer’s configuration) or troubleshooting client-provided internet connections.

Resolved Queries

Once we’ve responded to your case, we’ll work with you to identify and resolve your problem in a timely manner. We consider cases resolved if:

Your problem is fixed.
The source of the problem lies with third party items. (In which case, we’ll continue to be a resource as you work with the third party on resolution.)
You don’t respond to a query or request from us within a reasonable time.

For recurring issues, you may choose to re-open the case later.

Support Contact

Through years of operation in the Australian market, we have also established a nation-wide network of knowledgeable, well-trained channel partners who sell supported Observant solutions and provide ongoing support for those solutions. You can nominate your preferred channel partner as a Support Contact to help you with all your sales and service requirements. To check your existing Support Contact or nominate a new one, see this article.