About
How can we help you?
About the team
Our commitment to exceptional customer support is at the heart of Auxo’s work. Our support teams consist of talented support consultants, leaders, and project managers. Coming from diverse backgrounds including former mechanics and accountants, our experts bring a unique blend of skills and experience to the table.
Our consultants are not just experts in their respective fields; they’re passionate problem-solvers dedicated to our customers. Whether you’ve got a technical question or just need a hand navigating our software, our team is keen to help.
How can I get support?
For our current customers we want to make it as easy as possible to contact us. Whether you need specific training, or you want to make the very most of your Auxo software solution, or you simply need help, we’re here for you.
Submit a ticket
Head over to Get product support | Auxo Software to submit a support ticket, or email us on samsupport@sam.co.nz.
Urgent Support
Please call our team on 09 583 2455.
Note: Support hours may vary over the summer break (25th December 2024- 6th January 2025). Please check here for details. Afterhours will run as per the table below.
Our SAM Support Team (for SAM, Orion, webSAM and Synergy) is available between 7.30am – 6.30pm NZST.
SAM Support is also available after hours. See below table for when this service is available (Note: after-hours support is chargeable).
| Afterhours Support | From: | To: |
| Monday to Friday | 6.30am | 7.30am |
| Monday to Friday | 6.30pm | 9.00pm |
| Saturday & Sunday | 8.00am | 8.00pm |
| Public Holidays | 8.00am | 8.00pm |
When will you hear from us?
We aim to address straightforward support tickets within one business day so you have an answer as quick as possible. For more intricate issues or enhancement requests, our team will take a little longer to give you a comprehensive response. Throughout the process you can expect clear communication and updates from us.
How can I check my ticket status?
To check the status of your ticket anytime, it’s as simple as dropping an email to Support, mentioning your ticket number as a reference. Our team will update you on the progress, ensuring you’re always in the loop.
What if I’m not happy with the service level I’m receiving?
If, for any reason, you find yourself dissatisfied with the support you’ve received, we encourage you to reach out to us.
You can express your concerns by emailing us (and including your ticket number) at customerservice@auxosoftware.com. This inbox is closely monitored by our GM of Customer Services and our Support Manager, both committed to addressing your concerns promptly.