1300 841 542
Aurora Signage
Support Pathways · July 2025 · Direct Aurora Support

World-class support — multiple pathways.

We pride ourselves on high-quality products — and on world-class support at every stage of project delivery. A dedicated team of support specialists is standing by to solve any and all issues related to Aurora Signage products.

Lodge a ticket Call 1300 841 542
2
Support Pathways
1 day
Max Ticket Response
ACST
Business-Hours Coverage
National
On-Site Technician Network
01 · Our support promise

Every Aurora client gets support. Regardless of issue, regardless of severity.

Aurora Signage provides support to all clients who have purchased an Aurora Signage product — with charges applying only to product or issues outside of Aurora Signage's Warranty Terms.

Where issues arise, there are multiple pathways to gain access to support, depending on issue and severity. Choose the one that fits.

01
Pathway 01 · Non-urgent · Tracked

Lodge a ticket in the Support Centre.

The Aurora ticketing system triages and manages issues end-to-end — quick response, historical tracking, and full communication through each stage of resolution.

Go to the Support Centre →
  • Include issue details, photos, and any troubleshooting already completed when lodging.
  • The requester is kept up to date with communication and status as the ticket moves to resolution.
  • Our team troubleshoots with on-ground staff, escalates to internal specialists, or deploys a technician to site when needed.
  • Every stage is logged against the ticket — no black box, full historical trail.
02
Pathway 02 · Urgent · Immediate

Call the Aurora Support Line.

When an issue is urgent, call the Aurora Support line and follow the prompts for immediate triage. Where possible we'll resolve remotely — if not, we'll map the next steps and deploy from there.

Call 1300 841 542 →
  • Phone triage by the support team — endeavouring to resolve remotely in the first instance.
  • Where remote troubleshooting doesn't resolve the issue, clear next steps are provided to investigate further.
  • Phone calls complement the ticket system — the support team logs the issue into the ticketing system for tracking.
  • For priority response or out-of-hours works, charges may apply — outlined and confirmed via PO before works commence.
02 · The ticket journey

From lodgement to resolution — every step, logged.

Once a ticket is lodged, the requester is kept informed at every step. Here's what to expect from the moment you submit to the moment the issue is closed out.

01

Lodge with detail

Submit the issue through the Support Centre with photos, context, and any troubleshooting already attempted — faster triage starts with better information.

02

Triage & response

Aurora commits to a max one-business-day response to any ticket. Initial response may include a request for further information or a proposed next step.

03

Remote troubleshooting

Our team works with on-ground staff to troubleshoot. Many issues are resolved here without needing on-site attendance.

04

Internal escalation

Where remote doesn't resolve it, internal support teams escalate — including specialist technical engineers where required.

05

On-site if needed

Aurora deploys technicians to site when specialist on-site support is needed. All attendance details land in the same ticket record.

06

Close & document

A final written report is logged against the ticket — works completed, resolution status, any follow-up attendance or parts required.

Hours & charges Issues raised via phone or ticket are handled within ACST business hours (8:30 am – 5:30 pm, Mon – Fri) and responded to as outlined in Aurora Signage's warranty terms. Charges may be incurred for priority response or out-of-hours works. Any applicable charges are outlined to the client and a PO or written confirmation is required before works commence.

Got a question or an issue? We'll be happy to assist.

Lodge a ticket Call 1300 841 542
03 · Contact the Aurora support team

We're here. Choose the pathway that suits the urgency.

For any questions or issues, please contact the Aurora Signage Support team. We triage quickly, communicate clearly, and keep you updated until the ticket is closed.

Support
+61 1300 841 542
Email
sales@aurorasignage.com.au
Web
www.aurorasignage.com.au
ABN
22 620 120 836
Hours
8:30 am – 5:30 pm ACST, Mon – Fri
Aurora Signage
Professional Captivating Innovative
Australian Made and Owned