The first call
We confirm which agreement, order or system you mean before doing anything else.
Kritical
Find the right route for your existing service, fast.
For an active support agreement, use the support and escalation details supplied with that agreement. For an order, licence or general account enquiry, contact Kritical with the relevant reference and we will route it to the appropriate contact.
On this page
Choose where to start.
Jump to the part that matches the problem or decision in front of you.
Use the arrows or scroll to see every card.
An issue with a supported system.
Include the affected service, when the issue started, the impact and any recent change. When the impact is urgent, follow the priority and routing terms in your agreement.
An order, licence or delivery question.
Include the order or quote reference and the item concerned. For hardware issues, include the model and serial number when appropriate. If you need a fresh quote rather than a support answer, tell us the product and quantity and expect a quote.
What to expect when you get in touch.
Your request is handled through the contact and escalation model in your agreement. We use available account records and involve relevant specialists where the scope, priority and availability require them.
Need help finding the right contact?
Email sales@kritical.net or call 1300 274 655. We can identify the relevant service or order and direct the enquiry.
What happens after you get in touch here.
However you reach us, the process is the same.
What you get in writing
A next step, and a price if one is needed, confirmed before any work begins.
If it needs a project
The initial support period is scoped explicitly, so a support issue does not turn into open-ended work without your agreement.
Questions before you enquire
I don't know which agreement or order my issue relates to.
Send what you do know — approximate dates, the system affected, or a contact name from the original engagement — and we will match it to the right record.
Can I request a renewal review through this page?
Yes. Use the renewals page directly for a like-for-like comparison, or contact us here and we will point you to it.
Let’s define the next step.
Tell us what you want to achieve, what you have today and when it matters.