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With our expertise and commitment to excellence, we strive to deliver exceptional support that exceeds your expectations

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Our support philosophy

Our philosophy at Virtualplatform is to enable our partners to support their customers as quickly and effectively as possible.
Where supplier APIs permit we monitor our full service inventory and upstream suppliers, polling and capturing notifications regarding service status, health and outages.
Partner diagnostic tools (available for selected services e.g. nbn) enable you to attempt to resolve issues remotely. In the unlikely event these do not fix an issue then our native ticketing capability will pass the now qualified problem to the supplier – ensuring a more rapid remedy through Level 2 or 3 Support – avoiding the normal triage process where possible. Virtualplatform integrates with both customer and supplier ticketing platforms for seamless handover.
We ask that before contacting our service desk you investigate these options to ensure customer issues are resolved ASAP.