Maintenance

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This page covers an overview of the maintenance system, and the process of logging or updating a maintenance ticket via the maintenance system.

  • It's worth noting that if you think your issue is an emergency, please see the emergencies page first!


Before You Report

Before you report a new maintenance issue, please see our common maintenance problems knowledge base to see if your problem can be resolved quickly and with minimal hassle!

Reporting a New Issue

If the maintenance knowledge base did not solve your maintenance issue, please open up a new ticket via the maintenance system.

To report a new maintenance problem, you will need to log into the system (or create an account first if you haven't already done so). Once logged into your account, click on the 'Open a New Ticket' option at the top of the page, which will take you to the new ticket page.

This will provide you with a form where you can select Issue Categories from a list, put in an Issue Summary (similar to an email subject) and an Issue Description, where you can fully explain the maintenance issue.

  • Please make sure to attach any relevant photos or videos of your issue so we can assist you quicker!
  • Please also note that you can only have 1 open ticket at a time, so please include all relevant details into a single ticket!

After reading and choosing a relevant 'Access Notice' level, clicking on the 'Create Ticket' button will notify us of this issue and it should also now appear in your Maintenance log!

Checking on the Status of an Issue

After we have received your ticket, the status will be changed from 'Open' to a few different statuses, pertaining to any developments. As our work on the issue develops, we will alter the status of your ticket and add replies to the thread where appropriate! You can also add replies if you have any questions or need to add anything extra to your original message.

Eventually, after the issue has been resolved, the ticket will be marked as something similar to 'Resolved' or 'Closed'.

Cancelling or Reopening an Issue

If you need to cancel a ticket after creating it or need it to be reopened after it has been marked as completed, please send us an email to let us know or open a new ticket if required!