Short answer
Standard FirstNet broadband support runs during business hours, with after-hours callout for severity 1 issues. The exact cover depends on your service tier and is set out in your contracted service terms.
In detail
Monitoring does not stop after hours. Every managed router is on FirstNet's PRTG platform with up/down and bandwidth alerting, FirstNet monitors business connectivity environments on a 24x7 basis, and the NOC handles incident response and liaises with the underlying carrier on your behalf.
How to get help:
- Log a ticket at support@firstnet.co.za or through the support portal.
- Severity 1 issues qualify for after-hours callout.
- Escalations run through your Service Manager.
- FirstNet coordinates the carrier, so you do not need to contact the fibre or wireless operator yourself.
If a site cannot afford to wait for a repair outside business hours, the best protection is a diverse backup link. When the primary fails, traffic moves to the second link while the fault is worked, which is why FirstNet treats primary plus diverse backup as its default design for revenue-impacting sites.
Source: FirstNet Nationwide Last-Mile Connectivity service page →
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