Service Centre

Uptime Statistics
Past 12 Months
Average Server Response Time
Past 12 Months

Our Service Centre Team are Here to Help

Serious eCommerce players cannot afford downtime or slow websites. We treat your customers as if they were our own. High user satisfaction directly correlates to more online sales, much higher customer retention and more automation.

Our KPIs:

  • Operating Service Uptime 99.95%
  • Average Web URL Server Response 1300ms
Infrastructure Hosting

The TOTECS Cloud is hosted at Equinix Sydney which is a state-of-the-art tier 1 Data Centre. TOTECS operates in a highly controlled environment with enterprise level redundancy to make sure that our client's websites are not only fast but totally fail safe.

The Equinix Sydney Campus is the most interconnected group of data centres in Australia. It's the only place where companies can set up direct links to both of the continent’s largest peering points, as well as key submarine cable systems, and get on-demand and direct access to multiple cloud providers and multiple networks via the Equinix Cloud Exchange™. Click Here to Learn More.

The TOTECS Cloud stack operates in a secure virtualised environment across 9 virtualised layers on state of the art servers under management by Servers Australia. The virtualised environment has been designed to load balance across all levels to handle peak demand.


Businesses invest lots of time and energy into their eCommerce data and backups are a critical part of the equation. The TOTECS Cloud performs live snapshots of databases twice per day. If ever a case of catastrophic failure occurs at our primary data centre, daily incremental backups with a peer data centre ensure the TOTECS Cloud stack can be restored quickly with minimal interruption.

Software Realease and Upgrades
Software Releases & Automatic Upgrades

eCommerce is a fast moving field with many new technologies and browser capabilities coming online every year. Naturally, progressive business want to harness new functionality and expand their website's capabilities.

Evolving the eCommerce Platform is the area of greatest risk for eCommerce and many businesses underestimate the destructive force of a poorly released software upgrade.

Many open source platforms have hidden gremlins that catch developers off guard. Often issues are buried in poorly documented code. The most critical areas are product pricing, integration and checkout. A bug in this logic could have disastrous effects on a busy website.

It's these issues that are at the forefront of our Development Teams minds. To combat this vulnerability, we have an extensive 6 week development cycle using Agile workflows to ensure that new code passes strict testing guidelines before it is released to the TOTECS Cloud.

Having complete control over our code base allows us to release new features quickly with zero interruption. Our careful approach ensures our clients have fast, reliable and powerful eCommerce websites that reliably serve end users 24/7.

Helpdesk Services

If you need advice or have an issue that needs attention, you need answers fast. When you speak with our Service Centre Team, you are talking to someone who can instantly help who have extensive knowledge to guide you in the right direction.

Our Service Centre operates during business hours AEDT (8:30am - 5pm) and is closed on public holidays.

For critical or blocking issues outside of business hours, simply call the After Hours service on the same phone number and our team will respond.

If you have an issue, simply lodge a ticket here and we will be in touch shortly.