When something that was working stops working, you need a clear path to getting it fixed.
Q Platform support is break-fix cover for issues that arise with features that were previously running as expected. One place to log a request, defined response and resolution targets, and a named escalation path when a problem can’t wait.
Raise it once, in one place
All break-fix requests are logged through the Antares Customer Portal, built on ConnectWise. If you reach out by phone or email instead, the Antares support coordinator logs the request in the portal for you — so every ticket, update and resolution is captured in one record you can track.
When support runs
Standard support hours are 8:30am – 5:30pm AEST, Monday to Friday, excluding public holidays. Scheduled or remedial work outside these hours sits beyond the scope of this offering, but is available on request at additional cost. The Investment Schedule sets out the detail.
How we rank what’s happening
Every request is assigned a priority based on its impact on your work and whether a workaround exists. Priority drives how quickly the issue is picked up and resolved.
| Priority level | What it means |
|---|---|
| P1 — Critical | An issue with no acceptable workaround that stops the user’s activity entirely — a show-stopper. |
| P2 — Urgent | A show-stopper with a short-term workaround in place for less than seven calendar days. |
| P3 — Medium | An issue with a medium-term workaround (more than seven calendar days) that does not stop the user’s activity. |
| P4 — Low | An issue with a long-term workaround (more than eight calendar weeks) that does not stop the user’s activity. |
What you can expect, and when
Response time is how quickly your request is picked up. Resolution time is the elapsed working time from when you lodge a request until Antares confirms the fault is resolved — measured within standard support hours. It excludes any period a ticket is on hold pending your input or approval to carry out remedial work.
| Priority | Response time | Resolution or resolution-plan time |
|---|---|---|
| P1 — Critical | 2 hours | 1 business day |
| P2 — Urgent | 4 hours | 2 business days |
| P3 — Medium | 1 business day | 4 business days |
| P4 — Low | 2 business days | 8 business days |
Where a P1 critical fix is going to take more than one business day to resolve, your team is told as soon as it’s reasonably clear — you’re not left waiting on a target that’s already slipped.
When a problem needs to move up
If a request isn’t progressing the way it should, there’s a defined route to escalate it. Support runs through four tiers, and each handover is to someone with more depth than the last.
| Support tier | What happens here |
|---|---|
| Level 1 | Every request starts here. The ticket is created, the issue identified and documented, and basic troubleshooting begins. |
| Level 2 | Anything Level 1 can’t resolve moves to Antares Technical Consultants for more complex investigation. |
| Level 3 | Issues beyond Level 2 are escalated to Antares Senior Technical Consultants. This is the tier of platform support Antares provides under this agreement. |
| Level 4 | Anything still unresolved goes to the Service Delivery Manager, who works with your team on options and risk-mitigation activities. |
For P1 and P2 requests, the first point of contact is the Managed Service Manager on +61 2 8275 8811. For P3 and P4, raise them through the portal or email support@antaressolutions.com.au.
What this support covers — and what it doesn’t
Being clear up front saves a round of back-and-forth later. Q Platform support is Level 3 break-fix cover. Where a request falls outside that, it’s not a dead end — it’s handled as a separate piece of work, and your account manager or success manager can scope it with you.
In scope
- Break-fix support for Q Platform features that were previously working as expected.
- Level 3 platform support from Antares Senior Technical Consultants.
- Logging, tracking and resolution of incidents through the Customer Portal.
- A defined escalation path through to the Service Delivery Manager.
Out of scope
- Onsite or remote technical consulting — handled as a separate professional services engagement.
- End-user or device issues, and anything tied to your standard operating environment.
- Enhancements, development and custom-developed personas integrated with internal or external systems.
- Change management activities — raise these with your success manager.
- Out-of-hours support (5:30pm – 8:30am AEST) and emergency onsite call-outs, both available on request.
- Issues caused by changes made to the original implementation outside Antares.
What keeps support moving
Support works best when both sides hold up their part. A few practical things keep resolution times honest:
- Antares provides Level 3 platform support; your team provides Level 1 and Level 2, with training discussed through your account manager.
- Your team owns communication and change management for anything that affects users.
- Your people affected by support activity are aware of the engagement and available to assist where needed.
- Antares has access to the relevant sites and systems in line with the agreed Managed Service arrangement.
- Your team handles back-ups and replication across environments to your own standards.
- Systems are supported in English. Licences, software and infrastructure costs sit outside this agreement.
Log a request and we’ll pick it up
Head to the Customer Portal to log a break-fix request and track it through to resolution. For a P1 critical issue, call the Managed Service team directly.
Open the Customer Portal