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Contacting Support

AUCloud Support¤

Our AUCloud support team is here to ensure your services with AUCloud are always operating seamlessly. AUCloud offers support to customers between 8:00am to 6:00pm Monday to Friday AEST, with 24/7 emergency support at hand.

If you need assistance, you can contact AUCloud Support by:

  • Emailing AUCloud Support at

  • Calling AUCloud Support on 1800 282 568

  • Log a support ticket in the AUCloud Support Portal, new self-service capability to be launched soon.

  • Enter a Subject and Description with as much information as possible about the issue as this will assist our teams with troubleshooting.

  • Attachments can be added to provide additional information.


  • General users will only have visibility of tickets raised by themselves
  • If you have administrator access, you will be able to view all support tickets raised by your organisation through the Account Tickets tab

24/7 Support¤

If you require emergency support, you will need to do one of the following:

By raising one of the following this will alert our out of hours engineers to investigate the issue/error and provide an update once a solution has been established.

Outside of the standard support hours, AUCloud offer 24/7 emergency support for Priority 1 and Priority 2 incidents.

Emergency priority 1 and priority 2 incidents are classified by the following:

Priority 1 incidents:

  • AUCloud systems are not functioning as expected with high impact on customer operations

Priority 2 incidents:

  • AUCloud systems are partially usable with medium impact on customer operations
  • Priority 1 fault to which a temporary solution has been applied by AUCloud technicians