Contact Our Australian Web Hosting & Support Team

Our Australian-based customer support team is available Monday through Friday from 9am to 9pm AEST. For emergency technical issues outside these hours, you can submit an urgent ticket through our client portal, and our on-call technician will be notified.

For urgent issues during business hours, the fastest way to get help is to submit a support ticket through our client portal and mark it as "High Priority". For non-urgent matters, you can also email us directly. Each ticket is assigned a priority level and handled accordingly.

You can track the status of your support ticket by logging into our client portal at portal.hsj.host. Once logged in, navigate to the "Support Tickets" section where you'll see all your open and past tickets. Each ticket includes a status indicator, response history, and the option to add additional information.

Yes, you can visit our head office in Narre Warren or our Melbourne CBD location for in-person support by appointment only. We do not accept walk-ins. To schedule an appointment, please submit a support ticket or email [email protected] with your preferred date and time. We'll confirm your appointment and ensure a support specialist is available to assist you.

Yes, we offer managed support plans specifically designed for businesses that need faster response times and priority assistance. Our managed support plans include features like dedicated account managers, priority ticket handling, regular system health checks, and extended support hours. Visit our Website Maintenance page for more information on our business support options.

The most effective way to report website outages or critical issues is to submit an emergency ticket through our client portal and mark it as "Critical Priority". This ensures your issue is properly documented and tracked in our system. Our technical team monitors critical tickets 24/7 and will respond as quickly as possible, even outside normal business hours. For additional assistance after submitting a ticket, you can also email us directly at [email protected].