AU Support is available Monday - Friday 9:00 am ACST - 5:00 PM ACT

Our AU-support team will respond to all email cases within our standard SLA's. AU clients can open support tickets through the customer portal or through email.

AU clients using the newest ETO Support Packages can open a case and schedule

Customer Portal

You can access the Portal from the Support link in the Help menu in ETO. If you do not have a Portal account, email eto@bonterratech.com to request one.

Email

You can email ETO support at this address: eto@bonterratech.com

Scheduled Calls

If you require additional support or would like to use your 1 hour of support consultation time, please open a ticket to schedule a call.

Critical and Priority Issues

Critical cases are defined as: Client’s production use of the SSG Software is stopped or so severely impacted that no User can reasonably continue to use or access the SSG Software. Critical requests have one or more of the following characteristics (a) data corruption, (b) SSG Software hangs causing unacceptable delays or (c) the SSG Software is inaccessible to all Users. Target response time for Critical/Business Down cases will be 2 hour. More on case priorities here.

To open a critical priority case:

  1. Open a Critical priority support ticket through the portal

  2. Email support with the word "Critical" in the subject line

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