Our Support Team can help you with any product enquiries received by phone, email, fax, remote access or onsite.

How to contact Support

Phone: 1300 857 870

E-mail: support@mipela.com.au

We’re available from Monday to Friday between 8:00am to 5:00pm (excluding Queensland and Statutory Public Holidays).

We can help you with…

Our Support Team is experienced to address any software questions or problems including:

  • Software enquiries
  • Data management
  • Technical difficulties
  • Work requests
  • Training questions, feedback or requests
  • Feature requests

What we will do…

When we receive your support enquiry, we follow this process:

Call Logging and Tracking

  • Record details about you and the enquiry
  • Log and assign a level of priority to  your request
  • Acknowledge your request by giving you a unique Support ID number
  • Provide regular status updates of the support enquiry
  • We may contact you for more information if we need it

Request Resolution

  • All requests are managed by support through to resolution
  • Our Support team will give you close out confirmation once the request has been completed
  • Remote support is provided when it’s required

Request Escalation

Where first line support can’t resolve an issue we:

  • Escalate priority of unresolved requests to Second line support (Products / Implementation teams)
  • Manage request resolution to Third Party service providers