Procedure — Requesting Support

Steven

Created: ; updated: .

At Observant, ensuring that you receive timely and accurate service is a primary concern. We strive to provide top tier support direct to our customers. Our support team allows you to reach out to us through a variety of channels at your preference. Reach out to us via any of the following channels:

Help Widget 

The Help Widget offers Contextual Articles based on the app page you are in. Log in to Observant Global™ and see the Help Widget on the bottom left of your screen. 

If the suggested articles don't resolve your query, type your question or subject of concern into the Search Bar and hit 'Enter' to see a list of articles that relate to it. 

 

You can also Request a callback, start Live Chat, or leave us a message directly from the Widget. Note that Callback Request and Live Chat are available only when an agent is available, during Monday through Friday from 9 a.m. to 5 p.m., Australian Eastern Standard Time excluding Victoria gazetted public holidays.

Add relevant detail when leaving a message to allow our Support Team to answer your question or solve your problem. Adding the right level of detail will increase the chance of a quick resolution to your request:

    1. Your name and contact details.
    2. Your portfolio (property, organization, or company) name.
    3. Serial number of your unit e.g. C3-02234 (if applicable).
    4. Description of your question or problem. If your problem or question relates to your installed Observant equipment, remember to include:
      1. Name of the site you're looking at
      2. An overview of the issue.
      3. When the issue happened.
      4. What was happening at the site when the issue happened.
    5. You can also attach files (for example a screenshot) to the request. 

 

Getting Support via Email

You can send email to helpdesk@observant.netProvide as much detail as possible so we can fix the issue before we get in touch with you.

Getting Support via Text Message (SMS)

In Australia, you can start a support request via Text Message (SMS) using the following phone number:

  • +61 451 562 280

Remember the more detail the better. 

Getting Support via Phone Call

Call 1300 224 688

  • Dial 1 For Support
  • Dial 2 For Sales
  • Dial 3 For Accounts

 

 

Have more questions? Submit a request
Powered by Zendesk