The Contact CamCore form on /support and /contact is the one form for every CamCore service: questions, quotes, bookings, billing, or something not working.
What to include
Please provide the following in every request:
- A short, specific summary of the problem or what you need.
- The CamCore service it relates to.
- A reference, if you have one: a device name, domain, booking or invoice number.
- What you expected to happen.
- What actually happened.
- When the problem started, and whether it is still occurring.
- Any safe error message, screenshot or reproduction steps.
- Whether other people or services are affected.
Choosing the service
Select the CamCore service the request belongs to:
- IT support or Managed IT Plan
- Digital Legacy
- Domains, hosting and email
- Billing and payments
- Microsoft 365 and sign-in
- Devices and apps
- Printers and smart devices (includes the CamCore colour printer)
- Network, Wi-Fi and remote access
- Files and backups
- Cameron-Media (Plex and Requests)
- CamCore website and My CamCore
- Not sure
If you are not sure, leave Not sure and CamCore Support will correct it during triage.
Choosing the request type
The form asks for a Request Type:
| Request Type | When to use it |
|---|---|
| A quote or a new service | You want a price or a new service. |
| Book or change a session | You want to book, move or cancel a session. |
| Something isn't working | A fault or outage. |
| Account or access | Sign-in, permissions or account access. |
| Change something I already have | A change to an existing service. |
| A question | General questions and how-to help. |
| Security worry: lost device, scam or suspicious sign-in | A lost or stolen device, a scam, or a sign-in you do not recognise. These are treated as Critical. |
| Report abuse | Abuse of a CamCore-hosted service or domain. |
| A suggestion | An idea or improvement. |
| Not sure | None of the above fits; CamCore Support will set it for you. |
Quotes
When you choose A quote or a new service, the form also asks:
- Home or business: Home, Business or CamCore Network member, so the right service is quoted.
- Suburb or postcode: needed for on-site work. Remote support is available across Australia.
Both are optional.
Choosing the correct impact
When you choose Something isn't working, the form asks for the Impact. Select the level that genuinely reflects the scope of the problem:
| Impact | When to use it |
|---|---|
| Nothing works | The service is down or unusable. |
| Several people | Several people or devices are affected. |
| Just me | One person or one device is affected. |
The list is ordered most severe first. Use Nothing works or Several people only when the problem genuinely has that scope.
Reference
The form has an optional Reference field. Use it for a device name, domain, booking or invoice number. It is not required, but it saves a follow-up question.
Do not include secrets
Never send passwords, one-time codes, recovery codes, private keys, authentication tokens or unredacted sensitive personal information.
CamCore Support will never ask you to place these values in a ticket.
If a credential has already been sent in a request, say so in the ticket so it can be rotated.
After submission
- You will receive an email with your SUP reference number. CamCore replies by email.
- Keep the SUP request reference in the email subject line.
- Reply above the CamCore marker to add information to the existing request, rather than opening a duplicate ticket.
- See Support Priorities and Response Targets for response times, and What Happens After You Submit a Request for the stages your request moves through. Both are in the CamCore Support Knowledge Base.