Call us on +27 (0)87 809 0263
  • Technical Support
  • Remote Assistance
  • Careers
  • Transformation
  • Network Status
Menu
Next Generation Digital Technologies
  • Home
  • About Us
  • IT Services
  • Clients
  • Office 365
  • Contact Us

Technical Support

Home / Technical Support

PROFESSIONAL IT SUPPORT SERVICES

Technical Support

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 Icon

PHONE
Call us on +27 (0)87 809 0263 (24/7).

Email Icon

EMAIL
Send an email to [email protected] (response during office hours)

Support Website

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

What we do

We provide a comprehensive range of IT services for small to medium-sized businesses, one number to call and a single point of contact for all your IT requirements.

WHY US

Our approach to Information Technology delivers sustainable performance and tangible results. We work closely with our clients to help them reach their business objectives.

Contact Us

  • +27 (0)87 809 0263
  • [email protected]
  • www.nextgenerationdigital.com
  • 1st Floor, Cedarwood House
    Ballywoods Office Park, 33 WBallyclare Dr
    Bryanston, Gauteng, South Africa

Legal

Standard Terms And Conditons
Acceptable Use Policy
Electronic Mail Disclaimer

© Copyright Next Generation Digital Technologies.
Passionate about technology, obsessed with uptime. Get an IT partner that will give your business the edge.