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

Email:                    support@pencs.com.au

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!
Remote Assistance

Remote Access

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.

User Guides and Technical Information

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.

Make a Booking

Multichannel Communication

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.

Metrics-based Performance

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.