Short answer
Log a ticket with the FirstNet support centre at support@firstnet.co.za or through the support portal. FirstNet's Network Operations Centre (NOC) then liaises with the underlying carrier on your behalf, and escalations run through your Service Manager.
In detail
You deal with FirstNet, not with each carrier. FirstNet acts as the single escalation point across all underlying providers, so you do not have to coordinate between several ISPs when a link fails. Behind the ticket:
- Every managed router is on FirstNet's PRTG monitoring platform, with SNMP-based up/down alerting and bandwidth monitoring, so the NOC often sees a fault as it happens.
- The NOC handles incident response and works with the carrier on repairs.
- Standard broadband support runs during business hours, with after-hours callout for severity 1 issues. The exact cover depends on your service tier and contract.
- Where availability targets and service credits apply, FirstNet handles fault escalation, SLA validation and the credit claim with the carrier.
Restoration time depends on the last mile: a fibre cut needs physical repair, while a microwave link may need realignment or site access. That is why FirstNet designs critical sites with a diverse backup, so traffic fails over while the primary fault is worked.
Source: FirstNet Connectivity service page →
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