If you submit a support form you will automatically create a problem tracking ticket in our support system which you can view at support.ecorner.com.au. You will receive a support ticket notification by email.
Once you have notified us of a problem, our management team will assign a priority and escalate the problem to be diagnosed. If the problem is the result of a technical fault, eCorner will resolve the problem and notify you that it has been resolved. We will endeavour to resolve any level 1 or 2 issue within the same business day as it is reported. Level 1 issues will take priority and we will let you know the status of your support request within a hour during business hours.
If eCorner cannot recreate any problem which is notified to us we may ask you for further information. If a problem is a result of a user's error or omission, eCorner will either:
If we are asked to resolve a content-specific issue or other work-related problem, it may attract a minimum charge. Any charge for this additional work will be at the discretion of eCorner management. In general, eCorner will not charge to resolve user-notified support requests which originate via our web-based support systems by email to firstname.lastname@example.org or by our ticketing system which can be found at support.ecorner.com.au.