Email Support: email@example.com
Phone Support: 1800 467 863 or +61 2 9563 4800
After hours Emergency Support: +61 2 9563 4810
Staffed hours of service
9am – 5pm Monday to Friday excluding public holidays.
(Any emails received after 5pm may not be responded to until the following business day).
5pm – 9am Monday to Friday including weekends & public holidays.
(Calls to the emergency support line after hours will be triaged by the issue severity and assigned to the engineer on duty).
Fault reporting procedures
When making a fault report, please provide the following information.
• Your contact information – name, email address, contact phone number
• The severity of the fault – priorities are based on the number of people affected by a fault (see Fault resolution)
• A detailed description of the fault – specific details of the fault to enable a support technician to understand and diagnose the fault.
Once raised a fault is given a ticket number. This ticket number will be used to follow the fault through to the resolution process. Please quote the ticket number when communicating via email or phone.
Non-Urgent Faults are reported by emailing firstname.lastname@example.org or alternatively via the Customer Service online form within the Hosting Control customer portal.
Urgent Faults during business hours are reported by emailing email@example.com and then phoning 1800 467 863 or 02 9563 4800. Outside of business hours please call our emergency support line on 02 9563 4810. Please note that charges may apply.
my UltraServe portal
Our customer portal, myUltraServe, allows you to view and interact with live traffic usage reports, set up automated notifications and undertake other tasks linked to your service. Your username and password will be emailed to you during the provisioning process. To access the portal visit https://my.ultraserve.com.au