Support & Escalation Process

Sensium provides structured, responsive support with clear escalation processes:

• Email Support: [email protected] (monitored during business hours)

• Phone Support: Available during business hours

  • Australia - 1800 353 384

  • New Zealand - 0508 674 284

Business Hours

Monday to Friday, 8.30 AM – 5:00 PM (AEST / NZ)

Escalation Pathway

• Tier 1: First-response team via helpdesk and email

• Tier 2: Technical specialists (integration, hardware, reporting)

• Tier 3: Engineering Escalation

• Executive Review (if needed): CEO oversight for unresolved or sensitive issues

Response Targets

• Tier 1: Within 4 business hours

• Tier 2: Within 1 business day

• Tier 3: By mutual agreement depending on issue severity