What you can expect
How much ORION is up, when we're there to help, and how fast we respond.
99.5%
Uptime target
Each calendar month, not counting planned maintenance.
24/7
Urgent help
If ORION is down or safety features stop working, call us any time.
9 to 5
Support hours
Monday to Friday, Sydney time, for everything else. Closed on NSW public holidays.
Response times
A first response means a person from ORION is working on your issue and has told you so.
| Priority | What it means | When | First response |
|---|---|---|---|
| Urgent | ORION is down for your company, or sign-on, SOS alerts or welfare checks aren't working. | 24/7 | Within 1 hour |
| High | A main feature isn't working and there's no way around it. | Support hours | 1 business day |
| Normal | Something isn't working, but there's a way around it. | Support hours | 2 business days |
| Low | Questions, how-to help and ideas. | Support hours | 5 business days |
- UrgentWithin 1 hour
ORION is down for your company, or sign-on, SOS alerts or welfare checks aren't working.
24/7
- High1 business day
A main feature isn't working and there's no way around it.
Support hours
- Normal2 business days
Something isn't working, but there's a way around it.
Support hours
- Low5 business days
Questions, how-to help and ideas.
Support hours
Getting help
Urgent, 24/7
+61 412 898 646
Help chat
In every ORION app. It can open a case for you.
enquiries@orionunified.com.au
How we measure uptime
ORION counts as down when your team can't sign in to, or use, ORION Command, ORION Connect or ORION Force because of a fault on our side.
It doesn't count planned maintenance we've told you about, or problems with your own devices, internet, mobile network, or services you connect to ORION yourself, such as your accounting software.
Planned maintenance
We email you at least 48 hours before planned maintenance that interrupts ORION, and do it outside Australian business hours where we can.
These are targets, not guarantees. Your ORION agreement sets out your rights, and nothing here affects your rights under the Australian Consumer Law. Questions? Contact us.