Get urgent help from IT Solver

For an urgent problem, phone IT Solver on 07 3123 6000. This article tells you what counts as urgent, what to do first if you think you were hacked, and what happens outside business hours.

What counts as urgent

• A security incident. For example, someone took over an account, you got a fake invoice or an email that changes bank details, a staff member clicked a phishing link or typed a password into it, money went to a scammer, ransomware locked your files, or a caller made you give them remote access.
• A total outage. For example, nobody in the business gets email, the phones do not work, your main website is down, or your main office has no internet.
• Emergency calls to 000 do not work on your IT Solver Business Phone service.

Calls to 000 can fail during a power or internet outage. Keep another way to call 000, such as a mobile phone.

Other problems are not urgent. Use the normal ways in Contact IT Solver support.

If you think you were hacked

Do these things at once, before you phone us:

1. Do not pay any money. Do not reply to the sender. If you already paid, phone your bank at once.
2. Do not enter any more passwords or codes.
3. Disconnect the affected computer from the network. Unplug the network cable or turn off Wi-Fi. Do not turn the computer off.
4. Phone 07 3123 6000.

To report a phishing email, read How to Report Phishing or Junk Emails in Outlook. To learn how to spot phishing, read Prevent & report phishing attacks.

Get urgent help

1. Phone 07 3123 6000.
2. Say that the problem is urgent. Tell us what happened, when it started and who it affects.
3. Answer the identity check. We check you against the contacts on file, or we call you back on the number on file.
4. Do not read out a password, verification code, card number, bank details or recovery key. If we need access, we send you to the dashboard or a secure link.

Outside business hours

Business hours are Monday to Friday, 9am to 5pm, Brisbane time.

• Premium Support Plan: for a security incident, a total outage or a 000 fault, we contact the on-duty technician for you.
• All other customers, and other urgent problems: phone 07 3123 6000 or email support@itsolver.net. We handle it on the next business day. Say that it is urgent.
• Problems that are not urgent: we handle them on the next business day.

To compare the plans, read Essential and Premium support plans: what is included. To add a plan, read Sign up for, check or cancel a support plan.

Check if you have the Premium plan

An Owner or IT manager can do this. A Billing only user can do this when the business has a support plan. A Web designer cannot open this page.

1. Sign in at dashboard.itsolver.net.
2. In the sidebar, select Tech Support.
3. Look under Support plan. The plan name shows here, for example Premium Support Plan. If the page shows Book one-time support and a list of plans, your business does not have a support plan.

When Microsoft, Google or another provider is down

We confirm the outage, tell you, report it to the provider and give you updates. We cannot fix an outage at the provider's end.

Examples

A staff member typed their password into a fake sign-in page

On Saturday morning, a staff member opens an email link and signs in on a page that looks like Microsoft. Then they notice the address was wrong.

What to do: tell them not to enter any more passwords or codes. Disconnect their computer from the network, but leave it on. Phone 07 3123 6000. With the Premium plan, we contact the on-duty technician for you. Without it, we handle it on the next business day.

A supplier email says their bank details changed

You get an invoice from a supplier with new bank details. The email address looks a little different from usual.

What to do: do not pay it and do not reply. Phone 07 3123 6000 and say it could be invoice fraud. If you already paid, phone your bank at once, then tell us.

Nobody in the office gets email

On a weekday morning, every staff member says no new email has arrived.

What to do: phone 07 3123 6000 and say it is a total email outage. If Microsoft or Google is down, we confirm it, tell you, report it to them and give you updates. Read When Microsoft, Google or another provider is down.

A call to 000 does not connect from your desk phone

In the evening, a staff member tries to call 000 from a desk phone and the call does not connect.

What to do: if it is an emergency, hang up and call 000 from a mobile phone at once. Then phone 07 3123 6000 and say 000 does not work. With the Premium plan, we contact the on-duty technician for you.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.