National Support Help Desk
The Pen CS Support team provides a comprehensive service built on many years of continuous improvement.
Freecall: 1 800 762 993
Available: Monday to Friday excluding NSW and National holidays
Time: 9:00 to 17:00 Australia-wide
Holiday Hours: Available on 29 – 31st December 2020 from 9:00 to 17:00 (AEDT)
Closed on public holidays
Regular business hours on other days
Email enquiries made outside office hours will receive next business day response.
Please try our chat option to contact a support member or leave a message!
Should Support need to access your computer remotely, you may be asked to visit our secure remote support website. Support will walk you through every step required for remote access.
Online Installation Bookings
To pre-book your installation with Support register online. To ensure our Support Team maintains a structured and well-resourced team at all times, please complete the booking form in full, nominate the right contact person and propose a convenient time to install.
Pen CS provides a wide variety of contact channels to reach our Support Team, including Live Chat, email, phone and self-reported/created tickets through the Pen CS Knowledge Base.
Seamless Self-Service 24/7
The Pen CS Knowledge Base and Community is designed to empower customers to find their own answers online – anywhere, anytime – to make problem solving as easy as possible.
All support activities are tracked in our Ticketing System, accompanied by SLA views and first reply/case closure KPIs.
Collaboration and Escalation
Pen CS employs a tiered Level 1/2/3 support service and a collaborative approach to resolving issues. Support staff and other team members come together to solve customer issues, leading to a far more educated support staff.
Australian-based Help Desk
The Pen CS support team and Helpdesk is located at head office in Leichhardt, Sydney.
ITIL, Training and Quality Assurance
The Pen CS support team engages in annual training programs to increase its product knowledge, its understanding of customer requirements and its adherence to the ITIL framework.