How to Raise a Support Request or Incident

This article explains how to contact Effi Support and what information to include so we can resolve your request as quickly as possible.

📩 Where to Send Support Requests (Important)

Effi operates a centralised support process.

All support requests must be sent to:
support@effi.com.au

Sending requests to this address ensures they are:

• Logged and tracked correctly
• Triaged by the right team
• Escalated appropriately when required

📝 What to Include When Raising a Request

Providing clear information upfront helps us replicate issues faster and reduces back-and-forth.

The Basics

Please include:

• Summary: What’s the issue or request?
• What were you trying to do? (expected outcome)
• What happened instead? (actual outcome, if relevant)

Lead Details (If Applicable)

• Lead ID
• Client name
• Broker / business name

Extra Details (Very Helpful)

• Error message: Exact wording (if shown)
• Date & time: When the issue occurred
• Screenshot or recording: Loom links are ideal

⏱️ Severity Levels (Guide Only)

Severity helps us prioritise requests based on impact. Response times are a guide only and may vary depending on complexity.

• P1 – Critical: Immediate response
• P2 – High: Target response within 2 hours
• P3 – Medium: Target response within 1 business day
• P4 – Low: Scheduled / planned

💡 Submitting a Change or Feature Request

You don’t need technical details. Simply tell us:

1. What would you like to change or add?
2. Why is this important for your business?
3. Who would this impact? (brokers, admins, clients)
4. Is this a nice to have or must have?

🚦 Escalation Path

All requests should be raised via Support first and escalated internally if required:

• Effi Support: support@effi.com.au
• Customer Success – Team Lead: Joliza Mazo
• Enterprise Account Manager: Ross Jeffries
• Head of Operations: Christina Phan

✅ Quick Reminders

• Always email support@effi.com.au first
• Include as much detail as possible upfront
• Screenshots or Loom recordings help speed up resolution
• Severity helps prioritisation, but does not guarantee resolution time

If you’re unsure what to include or need help raising a request, please contact the Effi Support team — we’re happy to help.