PROFESSIONAL IT SUPPORT SERVICES
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.
How to log a support case
PHONE
Call us on +27 (0)87 809 0263 (24/7).
EMAIL
Send an email to [email protected] (response during office hours)
WEBSITE – Technical Support Center
Visit https://support.nextgenerationdigital.co.za and click on Open New Ticket. (response during office hours)
Support Availability
OFFICE HOURS
Monday – Friday 08:30 to 17:00 excl. weekends & holidays.
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 (after hours), please call +27(0)87 809 0263 and select option 1. 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 not working, 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 CEO.
Example: Mobile users are unable to connect remotely or the CEO is unable to access Internet banking.
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 the request is made. Defined as additions or changes that need to be implemented but are not urgent.
Example: Configuration and service changes