Support Process Overview

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HBSM delivers Azul support services via the HBSM Competency Centre (HCC). The Sydney HCC is located at Artarmon, NSW.

Standard HCC business hours are 9 am to 5 pm Australian Eastern Standard Time (AEST), Monday-Friday (excluding public holidays).

Technical support is available 24 hours per day, 7 days per week for high priority mission critical requests. Customers can request Azul assistance from HBSM by:

• Web Site: Opening a case via the HBSM support web site (http://support.hbsm.com.au). This is the preferred method of requesting assistance. Our Customer Engineering team is immediately notified when a support request (CASE) is entered.
• Call Centre: Our Call Centre is staffed 24x7 to handle all emergencies and mission critical support issues.

Contact numbers for the HCC are:

• (02) 9037-1226 (within Australia)
• +612 9037-1226 (Intl)

Customers can designate authorised contacts who will work with HBSM Customer Engineering to resolve problems. These contacts will receive the logins necessary to access the HBSM Azul Customer Support Web site and the license file for the appliance.

Updates to the authorised contact list should be sent to azulsupport@hbsm.com.au. The request must include the name and email of both the new and old contacts. Once the request has been processed, the new authorised contact will receive an email with username and password information necessary to access the Azul Customer Support web site.

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