GovCMS service desk

GovCMS service desk

We're here to help. Learn about our GovCMS service desk and find out how you can reach out for help and support.

Help desk

The GovCMS service desk offers two types of assistance:

  1. Help desk
  2. Advisory support

GovCMS customers experiencing any technical issues should raise a ticket in the service desk. You will need to be a nominated technical contact for your agency in order to access the service desk. If you require access, contact the GovCMS team.

For general enquiries, the service desk hours are 9am to 5pm AEST Monday to Friday (excluding public holidays in Victoria only). For any critical infrastructure issues, all customers can access the GovCMS Service 24x7 with a maximum 60-minute initial response time.

As a SaaS subscription customer, your agency can submit an unlimited number of support requests or tickets. As a PaaS subscription customer, the number of tickets you can raise is set by the subscription level purchased. Examples of ticket topics may include any questions relating to Drupal modules, custom code/configuration, and third party services.

The service desk doesn't provide support relating to professional services such as investigation or discovery, design and development or maintenance of websites. If your agency is interested in working with Salsa Digital to build, enhance, or maintain your site, you will need to go through the appropriate procurement channels.