Firstwave Support
About Us
Firstwave Support are a team dedicated to resolving customer issues quickly and efficiently. We view each and every support engagement as an opportunity to demonstrate our depth of knowledge and experience in hosted security applications.
At Firstwave, we pride ourselves on our vision, ability to execute and our dedication to customer service. Combining these aspects ensures our customers receive the most from their Firstwave investment.
Click here to go to the Firstwave support portal. You will find:
You can contact Firstwave via phone on 1300 17 44 19 or via This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Support Guidelines
To provide exceptional customer service Firstwave use a priority system for ranking support issues. Every time you raise a case with Firstwave, your issue will be given a severity.
The guidelines for our severity levels are listed below.
Severity 1 - Critical
- Total Firstwave service disruption
- Continuous or near continuous interruption of service
- No workaround available
Severity 2 - Major
- Firstwave service degradation affecting 10% or more of your users
- No work around available
Severity 3 - Minor
- Issues with customer portal
- Issues which affects a small number of users
Severity 4 - Non Service Impacting
- Any fault which has been identified which does not cause any customer impact
Firstwave provide 24x7 support for Severity 1 and 2 issues. If you are experiencing a Severity 1 or 2 problem please call us immediately on 1300 17 44 19.
