After what has been a challenging year for many, we would like to thank our customers, colleagues and community for their continued support throughout 2021. We’ve seen many businesses rise to meet the challenges this year has brought, whilst also setting ambitious goals for 2022. We look forward to continuing to support our new and long-term customers to reach these goals as we move into the new year.
Our holiday hours
Please be advised that our offices will be closed from close of business on Friday 24th December 2021 and will reopen on Monday, 10th January 2022. During this time, the Annexa team will be operating on an on-call basis for all urgent support queries only. Please see the details outlined below.
Your support options over the break
Urgent Support Queries:
If you have an urgent support request, you can contact the AnnexaAssist Support team via logging a support case via support@annexa.com.au, or if you have an AnnexaHub account, please also log your case in the 'Submit new case' section. Please outline the case with the following details:
1) Contact details: Name, Phone number and email address.
2) Case information: Business Impact, case details, screenshots and steps to recreate the issue.
3) Subject: Please prefix the support case with “Urgent” in the subject line
e.g. Subject: Urgent <enter issue subject>
Please Note: A support case is classified as Urgent when your business is unable to operate or the issue is causing a significant commercial impact on business operations. Please outline the business impact when contacting support over this period so we know how to handle your case appropriately. If you're are unable to log in or experiencing performance issues you can monitor NetSuite's status here https://status.netsuite.com/
Non-Urgent Support Queries:
Noting that we are operating on an on-call basis, for all non-urgent support queries you may log a case via AnnexaHub, or alternatively by contacting us via support@annexa.com.au. We will review these cases when the office re-opens on January the 10th 2022.
Important Information
Please note we are unavailable during each of the observed public holidays for Christmas day, Boxing Day, and New Year's day. Please use AnnexaHub to log cases on these dates, or contact the support email address support@annexa.com.au.
If you would like to arrange alternative support options or have any concerns with the above, please contact your Account Manager.