Email support
Pine@Provested.com.au is the fastest route for most issues. Requests are read and triaged during business hours.
Client support
Getting help from PINE.
Managed clients have one place to raise anything — from a stuck printer to a suspected security incident.
Business hours
Mon–Fri, 8am–6pm Sydney time.
After-hours escalation
Clients with an after-hours agreement have an escalation path for critical 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.
Requests are acknowledged 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
Common questions
Support basics.
How do I raise a request?
Email the support address above with a short description of the problem. A member of the team reads every request during business hours.
What are your support hours?
Monday to Friday, 8am–6pm Sydney time. After-hours escalation for critical incidents is agreed during onboarding.
What if it is a suspected security incident?
Disconnect the device from the network, leave it powered on, and email us with SECURITY in the subject line so it is triaged first.