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Priority 1 or 2 outage? Phone 02 8360 7000 during our business hours, as well as submitting this form.
FAULT REPORT

Tell us what's going wrong

The more detail you give us up front, the faster we can investigate and restore your service.
Fields marked * are required to meet our SLA response targets.

01

YOUR DETAILS
Mobile preferred for testing purposes

02

ABOUT THE FAULT

03

FAULT EXAMPLES

Some faults come and go - so only telling us about it, often isn't enough for us to find the cause. Please give us at least three examples of when it happened. The exact date, time and phone numbers for each one help us track down what went wrong and get it fixed much faster.

EXAMPLE 1 *

EXAMPLE 2 *

EXAMPLE 3 *

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Got more than three examples? Add them in the Anything else box below, or email them to us at support@flexruc.com.au — the more examples we have, the faster we can trace the fault.

03

ANYTHING ELSE?
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Critical or major outage? Priority 1 and Priority 2 incidents must also be reported by phone on 02 8360 7000 — don't wait for a reply to this form.
Thank you -your report has been received, and one of the team will action as soon as possible!
Oops! Something went wrong while submitting the form.
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What happens next? Once you submit, we'll acknowledge your report and assign it a priority, then keep you updated to match (see the information tile above, or check out our SLAs and Faults Policies).
For after-hours critical (P1) emergencies, maintenance clients can call the emergency line provided during onboarding.
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Note: If any key details are missing, we'll come back to you to confirm them before we can start - so the more detail provided above, the sooner we can get to work.

HOW IT WORKS

1

Log the fault

Submit this form with your contact details, the scope of impact and a clear description. Phone us for any P1 or P2 outage.

2

We triage & assign

We assign a priority based on impact, which sets your response, restoration and update targets under the SLA.

3

We keep you updated

You get regular updates at a frequency matched to the priority, right through to resolution - carrier & vendor escalation where needed.

INCIDENT PRIORITIES

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P1  ·  Critical

Complete service outage

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P2  ·  Major

Significant degradation, multiple users

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P3  ·  Moderate

Limited impact - site or individuals

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P4  ·  Minor

Low impact or intermittent issues

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P5  ·  Service request

A change or non-fault request

RESPONSE & UPDATES

Critical faults
Supported 24/7
P1 updates
Every 30-60 min
P2 updates
Ever 2 hours
P3-P5 updates
As agreed / daily

Connect with our experts

Reach out for tailored solutions or support.

Complete the form or call us on 1300 266 439 to speak to one of our experts.
Thank you—our team will be in touch.
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