Business Hours & Availability
Standard Hours: 9am-5pm (Australian Eastern Standard Time), Monday to Friday
Additional Support: Available upon request
Weekend Support: Available by prior arrangement
Contact Channels
Phone Support
Australia: +61 2 5300 1335
New Zealand: +64 800 455 076
Hours: Monday to Friday, 9:00 AM - 5:00 PM (Local Time)
Best For: Immediate assistance during business hours, urgent technical issues and real-time troubleshooting
Email Support
Address: support@kinesis.org
Best For: Detailed technical queries, issues requiring documentation, non-urgent support needs, sharing screenshots and documentation.
Live Chat
Available in: Selected applications via chat bubble (lower right corner)
Best For: Quick questions, real-time assistance, basic troubleshooting
Response Times & Priority Levels
Standard Response Times
Request Type | Response Time | Description |
Acknowledgement | Up to 1 working day | Initial confirmation of receipt |
Urgent Issues/Privacy Breach | Up to 1 working day | Critical system issues or privacy concerns |
Technical Support | Up to 5 working days | General technical issues and queries |
Data Support | Up to 10 working days | Data-related investigations and support |
Issue Priority & Triage
Our support team continuously triages incoming requests throughout the day to ensure appropriate resource allocation. While initial response times are based on when we receive your request, actual resolution times are dynamically managed based on our ongoing priority assessment.
Priority System
Urgent Priority represents situations that demand immediate action. This includes widespread system outages affecting multiple users, potential security breaches, or any incident that poses an immediate risk to data privacy or system security. When core business operations are completely halted, this is an urgent priority issue.
High Priority covers significant disruptions that, while serious, don't completely prevent system use. These issues typically affect important business functions or create substantial workflow obstacles. For example, when a major feature isn't working as intended, or when time-sensitive business processes are impacted but not completely blocked.
Standard Priority encompasses the majority of day-to-day support requests. These include general technical questions, assistance with feature usage, routine data support needs, and configuration adjustments. While important, these issues don't typically prevent core business operations from continuing.
Low Priority applies to minor issues and general inquiries that have minimal impact on business operations. This category includes feature enhancement suggestions, documentation requests, and general questions about system functionality that aren't time-sensitive.
Our Commitment to Resolution
We understand that every issue matters to your business, which is why we maintain a flexible and responsive support system. Our support triage process ensures we can effectively address both urgent situations and ongoing support needs:
We continuously monitor and adjust priorities to respond to changing business needs
Our team keeps you informed of any significant changes affecting your request
We strive to resolve all issues as quickly as possible while managing critical priorities
Your Account Manager is always available to discuss changing circumstances or increased business impact
We encourage you to keep us informed of any changes in your situation. If an issue becomes more urgent or starts having a greater impact on your operations, please let our support team know. This helps us ensure our support aligns with your current business needs.
Who to Contact
Support Team
Contact for:
Technical issues
Tool functionality questions
General troubleshooting
Day-to-day queries
Account Manager
Contact for:
Strategic discussions
Issue escalations
Account-specific matters
Complex problem resolution
Escalation Process
When to Escalate
Problem impact increases
A business-critical situation develops
Issue resolution is unsatisfactory.
How to Escalate
Contact your Account Manager with:
Original request reference
Reason for escalation
Current business impact
Desired outcome
Your Account Manager will escalate if needed to:
Technical team leads
Senior management