Help and Support

The Groundwire Customer Portal provides a secure, self-service platform where clients can manage their IT services and account information in one convenient location.

Through the portal, customers can submit and track support tickets, view registered IT assets and equipment, access invoices, quotations and statements, download service reports and documentation, and monitor active services. The portal also enables customers to keep their account information up to date and maintain a complete history of their interactions with Groundwire.

Access the Groundwire Customer Portal at portal.groundwirepacific.com to manage your services anytime, anywhere.

Our Technical Support team is available Monday to Friday, 9:30 AM to 4:30 PM. If you’re experiencing a technical issue, require remote assistance, or need support with your IT infrastructure, our experienced engineers are here to help.

Our Commercial & Sales team is available Monday to Friday, 8:30 AM to 5:00 PM for new enquiries, quotations, project consultations, service upgrades, and account-related requests.

If you contact us outside of our business hours, simply leave us a message via email or our contact form, and we’ll respond as soon as possible on the next business day.

After-Hours & Weekend Support

Groundwire does not provide standard technical support on weekends or public holidays for non-contract customers.

Clients covered under an active Groundwire Managed Services Agreement (MSA), Support Agreement, or Service Level Agreement (SLA) have access to after-hours emergency support in accordance with the terms of their contract. Emergency support is intended for critical business-impacting incidents only and may be subject to applicable after-hours call-out charges where not included in the support agreement.

Groundwire provides secure remote support to diagnose and resolve technical issues quickly without the need for an on-site visit. Using trusted remote access software, our engineers can securely connect to your computer to perform troubleshooting, software installation, system configuration, updates, and general IT support.

Download Remote Support Software

Choose the application requested by your Groundwire technician.

🟢 AnyDesk
Download: Download AnyDesk

🔵 TeamViewer
Download: Download TeamViewer

🟣 RealVNC Viewer
Download: Download RealVNC Viewer

🟦 Microsoft Quick Assist (Windows 10 & 11)
Open Quick Assist: Press Windows + Ctrl + Q or search for Quick Assist from the Windows Start Menu.
Learn More: Microsoft Quick Assist Support

Before You Connect

• A Groundwire technician will ask you to open the remote support application and provide the Session ID, Partner ID, or Access Code displayed on your screen.
• This code is unique to your support session and is required before a connection can be established.
• Please do not share your access code with anyone other than an authorised Groundwire support technician.

Your Security & Privacy

Your security is our priority.

• Groundwire will never access your computer, server, or network without your knowledge and explicit permission.
• Every remote support session is initiated by you and requires your approval before our technician can connect.
• You can observe everything our technician is doing during the session.
• You may end the session at any time by closing the remote support application or disconnecting the session.
• No unattended access will be configured unless specifically requested and authorised by your organisation.

Remote support allows our engineers to resolve most technical issues efficiently while maintaining the security, privacy, and integrity of your systems.