GovCMS service desk

GovCMS support services

Welcome to the GovCMS support page. Here you’ll find everything you need to know about getting assistance through the GovCMS Service Desk.

Service desk support

The GovCMS Service Desk is the main channel for reporting technical issues.

Who can access

Only nominated contacts for your website can access the Service Desk. If you need access, please contact the GovCMS team or ask your website owner to raise a ticket.

Service hours

General support: Monday to Friday, 8:30am – 5:30pm AEDT (excluding Victorian public holidays)
Critical issues: 24/7 coverage with a 60-minute maximum initial response time

Typical ticket topics include:

GovCMS modules and configurations
Access and Permissions
Third-party integrations

⚠️ The Service Desk does not support design, development, or discovery services.

How to raise a support ticket

Need help? Here’s how to get support:

Submit a ticket through the GovCMS Service Desk(Opens in a new tab/window).
Include a description of the issue and how it's affecting your business. Include screenshots and error messages where appropriate.
Your request will be routed to Salsa Digital via their platform, Freshdesk.
A support team member will review and respond based on your issue’s severity.

If you're unable to submit a ticket online, request access via your local website owner.

Issue types and response times

Your support request priority is based on your business impact. See the table below for definitions and expected response times.

Business impact definitions & response SLAs

Impact	Definition examples	Acknowledgement Time	Reaction Time
Critical	Production website down or extremely impacted Your go-live is blocked OR no workaround available	60 minutes (24/7)	Immediate (best effort)
High	Production website is disrupted but still operational Production deployments are failing OR workaround not sustainable	4 business hours	8 business hours
Medium	Issue has moderate impact with an available workaround Deployments to secondary environments are failing You are seeing errors in the Lagoon console	4 business hours	2 business days
Low	Minor issue with no significant impact You have a general question about GovCMS You are requesting new GovCMS Service Desk accounts to be created	4 business hours	2 business days

Note: due to the varying nature of issues, we are unable to provide a resolution SLA.

Reporting a critical issue

To report a critical issue, log a Critical ticket via the GovCMS Service Desk. Critical tickets trigger 24/7 alerts to support staff.

During business hours

You’ll receive a confirmation via Freshdesk.
The GovCMS team will also be notified.
The support team will keep you informed until the issue is resolved.

Outside business hours

The on-call support team will respond through Freshdesk.
Depending on the issue’s scope, the Department of Finance’s on-call contact may be notified.
You’ll continue to receive updates until the issue is resolved.

Escalating an issue

We know that priorities can change. If your issue becomes more urgent, simply update the ticket in Freshdesk. The team will re-assess and respond based on the updated details and priority.
You can also phone the Service Desk on 03 9910 4056 to discuss an existing ticket.

Questions?

Got questions or need a hand submitting a ticket? Reach out to the GovCMS team or give the Salsa hotline a call — we’re here to help!