Contacting Support
How to get help from MHS customer service when you need additional assistance.
When to Contact Support
Contact MHS support for: - Issues not resolved by troubleshooting guides - Account setup and permissions - Credit and billing questions - Order urgency and special requests - Technical integrations and API access - Training and onboarding assistance
Try self-service first: - Review the troubleshooting guides - Check the FAQ section - Search the documentation - Try basic troubleshooting steps
Support Channels
Phone Support (Recommended for urgent issues) - Business Hours: Monday-Friday, 8 AM - 5 PM AWST - Response Time: Immediate during business hours - Best For: Urgent orders, account lockouts, critical issues
Email Support (For detailed issues) - Response Time: Within 24 hours during business days - Best For: Complex technical issues, account changes, documentation
Online Support Form (Through the portal) - Response Time: Within 24-48 hours - Best For: General inquiries, feature requests, feedback
Emergency Contact (Critical issues only) - After Hours: For urgent business-critical issues - Weekends: Emergency contact only - Response Time: Within 2-4 hours
Preparing to Contact Support
Before You Call or Email:
Gather Account Information: - Your registered email address - Company name as registered - Account number (if known) - Contact person details
Document the Issue: - Exact error messages (copy/paste if possible) - Screenshots of the problem - Steps you’ve already tried - When the issue first occurred
System Information: - Browser type and version - Operating system - Device type (desktop, mobile, tablet) - Internet connection type
For Order Issues: - Order number (if applicable) - Part numbers involved - Quantities and requirements - Delivery urgency
What to Include in Your Support Request
Subject Line (for emails): - Be specific: “Can’t login to account - Invalid password error” - Include urgency: “URGENT: Order #12345 delivery issue” - Mention your company: “[Company Name] - Cart not saving items”
Detailed Description:
What you were trying to do
What happened instead
Error messages received
Steps you’ve already tried
Impact on your business
Example Support Request:
Subject: [ABC Company] - Bulk upload failing with validation errors
Dear MHS Support,
I'm having trouble with the bulk upload feature when trying to upload
a 200-item order for our monthly maintenance.
Issue Details:
- Trying to upload Excel file with part numbers and quantities
- Getting "Invalid part number" errors for parts I know exist
- Have tried CSV format as well
- Error occurs on approximately 50% of parts
What I've tried:
- Checked part number spelling
- Tried smaller file size (50 items)
- Cleared browser cache
- Tried different browser (Chrome and Firefox)
System info:
- Browser: Chrome Version 96
- OS: Windows 10
- File format: Excel .xlsx
This is affecting our maintenance schedule. Can you help resolve this?
Account: john.smith@abccompany.com
Company: ABC Mining Company
Phone: (08) 1234-5678
Best regards,
John Smith
Support Response Expectations
Response Times: - Phone: Immediate during business hours - Email: Within 24 hours (business days) - Complex Issues: May require 2-3 business days - Account Changes: May require additional verification time
What to Expect: - Acknowledgment of your request - Estimated resolution timeframe - Follow-up questions if needed - Step-by-step solutions or assistance - Testing and verification of fixes
Response Methods: - Phone callback for urgent issues - Email response with detailed solutions - Screen sharing for complex technical issues - Training session scheduling if needed
Escalation Process
If Your Issue Isn’t Resolved:
Level 1 - Initial Support - Standard customer service response - Common issue resolution - Account and ordering assistance
Level 2 - Technical Support - Complex technical issues - System integration problems - Advanced feature assistance
Level 3 - Management Escalation - Unresolved critical issues - Account relationship concerns - Service level discussions
How to Escalate:
Ask to speak with a supervisor
Reference your case number or previous communications
Explain previous attempts to resolve
Clearly state business impact
Emergency Support
When to Use Emergency Contact: - Critical system outages affecting business operations - Urgent orders with same-day delivery needs - Account lockouts preventing critical operations - Security incidents or suspicious activity
Emergency Contact Process:
Call main support number first
If after hours, use emergency contact
Clearly state this is an emergency
Explain business impact and urgency
Provide all relevant account information
Emergency Response: - Initial response within 2-4 hours - Temporary workarounds provided quickly - Full resolution during next business day - Follow-up to prevent recurrence
Support Best Practices
For Faster Resolution: - Be specific about the problem - Include screenshots or error messages - List what you’ve already tried - Provide complete account information - Be available for follow-up questions
Communication Tips: - Stay professional and patient - Provide feedback on solutions - Ask for clarification if needed - Confirm resolution before closing
Building Good Relationships: - Provide feedback on service quality - Share suggestions for improvements - Participate in surveys and feedback requests - Acknowledge good service received
Self-Service Resources
Before Contacting Support: - Search this documentation thoroughly - Check system status page - Review recent order history - Try different browsers or devices
Online Resources: - User documentation (this guide) - System status page - FAQ section on MHS website - Video tutorials (when available)
Community Support: - User forums for peer assistance - Best practices sharing - Feature discussions and tips
Support Contact Information
Phone Support: - Main Line: [Phone number] - Direct Support: [Direct line] - After Hours: [Emergency number]
Email Support: - General Support: support@mhs.com.au - Technical Issues: technical@mhs.com.au - Account Services: accounts@mhs.com.au
Online Support: - Support Form: Available through portal - Live Chat: When available - System Status: [Status page URL]
Business Hours: - Monday-Friday: 8:00 AM - 5:00 PM AWST - Saturday: Emergency only - Sunday: Emergency only - Public Holidays: Emergency only
Support Feedback
After Resolution: - Rate your experience when prompted - Provide specific feedback on service quality - Suggest improvements for future service - Share positive experiences with your team
Continuous Improvement: - MHS regularly reviews support processes - Customer feedback drives improvements - New features often come from user suggestions - Training updates based on common issues
Next Steps
If you need to contact support:
Gather all relevant information first
Try the appropriate support channel
Follow up if you don’t receive a response
Provide feedback after resolution
Remember: The MHS support team is here to help you succeed with the Partner Portal. Don’t hesitate to reach out when you need assistance.