In this section, we will run through the best ways for you to get help (we call each request for help a Service Request).
Whenever we talk about a Service Request Number – We are doing it to make sure we can help you as fast and efficiently as possible (a reference number is typically the fastest way to track things down). Of course, you are much more than a number to us!
USING THE MERCURY SUPPORT APP
This is the easiest and fastest way to get help.
Simply double click our logo on your desktop. It looks like the below
BY SENDING US AN EMAIL
If you would prefer email, simply shoot us an email to firstname.lastname@example.org This will automatically create a service request in our system, we’ll work on to it as soon as possible and you will receive an automated email to confirm we received your request.
BY CALLING US
If your request is urgent or you would like to talk to us, simply give us a call on 1300 668 223 or 07 5699 8235 and we will be able to take all the details and enter a Service Request for you. Bear in mind that while we would love to be able to give immediate support over the phone, it is not always possible (we’ll run through more of this in the next section). If you need help URGENTLY, make sure you call us rather than use any of the other methods.
If you send emails to our Direct Email Addresses or call us on our mobile Phones you will very likely slow our response times down because we have built our processes to be quickest & most reliable when you use the methods above.
AFTER HOURS SUPPORT
If your issue is urgent and is outside of regular business hours, you can still contact our support by dialing one of the above numbers and selecting option ‘9’ at the prompt. This will connect you to on-call technician. If you are unable to get through to the technician, please leave a voicemail and we will contact you back ASAP.