Technical Support Center


In order to streamline support requests, and ensure a consistent level of service, we utilise a support ticket system. Every request is assigned a unique reference number which you can use to track the progress of your request. This ensures that support requests are resolved according to the agreed upon SLA, and an incident is never overlooked.

Tickets can be opened by clicking the Open a New Ticket button, by emailing [email protected]
(response during office hours) or calling us on +27 (0)87 809 0263 (24/7). Please note that a valid email address is required to submit a ticket.

Support Availability


Office Hours

Email and telephone support are available Monday – Friday 08:30 to 17:00 excl. weekends & holidays. Please call +27 (0)87 809 0263 and select option 1 or email [email protected]

After Hours

We know that IT problems are not confined to office hours (and that downtime costs you money), which is why we offer SLA’s with access to premium support services outside normal office hours. In the event of an emergency, please call +27 (0)87 809 0263 and select option 2. You will be transferred to an engineer on standby. Please note that overtime rates may apply, depending on your SLA.

Support Priorities


Emergency

The highest priority, initial response within 1 hour. Defined as a major outage or disruption to IT services where multiple users are affected and the business is severely compromised.

Example: Server failure, email offline, loss of Internet connectivity or other critical problem affecting all users.

High

The second highest priority, initial response within 1 – 2 hours. Defined as an issue affecting multiple users or a high priority user such as the Managing Director/CEO.

Example: Mobile users are unable to connect remotely; the CEO is unable to access Internet banking or other problem affecting more than one user or a high priority user.

Normal

Initial response within 2 – 4 hours. Defined as an issue affecting a single user or small percentage of workers.

Example: Workstation failure, unable to print or slow network performance

Low

Next business day response. Turnaround time to be negotiated when request is made. Defined as additions or changes that need to be implemented but are not urgent.

Example: Quotes, new user accounts and other configuration\service changes.