At Optus, our mission is simple: to deliver an outstanding customer experience every step of the way. From day one, we introduce you to the team dedicated to supporting your business, ensuring you have the right contacts for all your needs.
The information below is valid for existing customers, for prospective customers and trialists. Please contact your sales representative for more information.
Key service information
Optus API Connect service details
- Business Name: [Client Name]
- Primary Service ID: [Primary Service ID]
- Primary API Key: [API Key]
For any inquiries, feel free to reach out to the appropriate contacts below:
Optus Service Desk
General enquiries, priority escalations
Client Delivery Manager
First point of escalation, contractual queries.
Account Manager
Senior management engagement, business solutions
My Business Portal
Log onto the My Business Portal for a streamlined, self-service experience tailored to your organisation’s needs. Your Pricing rate card will also be available here.
Important support resources
- Optus API Connect dashboard: Manage and configure your Optus APIs on the Dashboard.
- Optus API Connect support information: Find additional information and important details on this page.
- API Developer documentation: Access the Developer Documentation for comprehensive API details.
Reporting Faults/Incidents
When reporting a fault, please provide the following essential details:
- Business Name
- Contact Name & Number
- Primary Service ID
- Customer Ticket Number (if related to a previous issue)
- API Key (if different from Primary Key)
- Detailed Problem Description
- Date/Time of Fault
- Error Code & Message
- API Reference ID (e.g., Message ID for SMS, Call ID for Voice)
A reference number will be provided upon logging an incident. Critical issues should be escalated directly to the Optus Service Desk.
Service request management
Access the My Business Portal for:
- Viewing Recent or Historical Tickets: Navigate to ‘View Request’ or ‘View Faults’ for recent tickets or ‘Reporting’ for historical data.
- Financial Tracking: Go to ‘Billing’ and select ‘View Bills’ or ‘History’ to manage your billing details.
- Making Changes: Navigate to ‘Requests’ to log new, change, or cancel service requests. Ensure you have the "Requests - Optus API Connect" role to access these forms.
Escalations
For incident escalations, please contact the Service Desk on 13 43 15 or reach out to your Client Delivery Manager or Account Manager.
Thank you for trusting Optus with your business needs. We’re here to support you as your business evolves and thrives.