Email us
Pine@Provested.com.au creates a ticket automatically and is the fastest route for most issues.
Client support
Getting help from PINE.
Managed clients have one place to raise anything — from a stuck printer to a suspected security incident.
Call during business hours
Mon–Fri, 8am–6pm AEST for anything urgent or hard to explain in writing.
After-hours escalation
Clients on Advanced Secure have an after-hours path for P1 incidents, agreed during onboarding.
Suspected security incident?
Disconnect the device from the network, don't turn it off, and contact us immediately — mark the subject SECURITY.
Priorities
How we triage requests.
Every ticket is acknowledged within 15 minutes during business hours, then triaged as below.
| Priority | Response target | Impact | Typical examples |
|---|---|---|---|
| P1 — Critical | 1 business hour | Business stopped | Server or internet down, ransomware suspected, whole site offline, email down for all staff. |
| P2 — High | 2 business hours | Team blocked | A department can't work, shared drive inaccessible, key application failing. |
| P3 — Standard | 4 business hours | One user affected | Individual email, printing, access or software issue with a workaround available. |
| P4 — Scheduled | Next business day | Planned work | New starter setup, device builds, software installs, change requests. |
Faster fixes
What to include in a support request.
Your name, business, and best contact number
What you were doing when it happened
The exact error message (a screenshot is ideal)
How many people are affected
Whether there is a workaround you can use for now
Not a client yet?
This is the same support experience every PINE managed client gets from day one.