Question 1

How do I escalate a support request with FirstNet's Rapid Response Service Desk?

Accepted Answer

You can escalate any active FirstNet support request at any time. During business hours (Mon–Fri, 08:00–17:00 SAST) email escalations@firstnet.co.za; after hours, on weekends and on public holidays call 0861 924 686, which is available 24×7.

FirstNet also escalates internally on your behalf. For Priority 1 incidents, automatic internal escalation happens at 2 and 4 hours, and you can still escalate yourself at any time. Every request has a reference number that stays with it until it is closed, which identifies the request you are escalating.

During a P1 incident you can also expect:
- A first response within 30 minutes, 24×7.
- Proactive updates at least every 30–60 minutes until service is restored.
- One named owner accountable from acceptance to restoration.
- A clear statement of whether the service is Restored (working again) or Resolved (root cause fixed).
- A written Post-Incident Review within 5 business days, without you having to ask.

To log a new fault rather than escalate an existing one, use the Rapid Response Service Desk on support@firstnet.co.za or 0861 989 896, both 24×7.

Question 2

How do I lodge a complaint or billing dispute with FirstNet?

Accepted Answer

Email your complaint or billing dispute to FirstNet at complaints@firstnet.co.za with your details, your account reference and the reasons for the complaint. For a billing dispute, also include the invoice number and the disputed and undisputed amounts.

FirstNet acknowledges a formal complaint within 3 business days and responds in writing within 14 business days. If you are not satisfied with the outcome, you may refer the matter to ICASA, the Independent Communications Authority of South Africa, on 011 566 3000 or consumer@icasa.org.za.

The full process is set out in FirstNet's Complaints Procedure, published with its policies and guides on the FirstNet support page.

Which FirstNet contact to use:
- Formal complaints and billing disputes: complaints@firstnet.co.za.
- Billing questions: accounts@firstnet.co.za.
- General enquiries: sales@firstnet.co.za.
- Faults and service requests: the Rapid Response Service Desk on support@firstnet.co.za or 0861 989 896, 24×7.

Question 3

How quickly does FirstNet's Rapid Response Service Desk respond to support requests?

Accepted Answer

FirstNet's Rapid Response Service Desk gives a first response within 30 minutes for P1 (critical) and within 1 hour for P2 (major), 24×7. P3 (minor) requests get a first response within 6 business hours and P4 (routine) within 8 business hours.

Every request is prioritised by its business impact, and first response is measured from the moment a request is logged:
- P1, Critical, 30 minutes, 24×7: service unavailable or severely degraded, critical business impact, no reasonable workaround.
- P2, Major, 1 hour, 24×7: service degraded, with significant but partial impact.
- P3, Minor, 6 business hours: minor impact on the business.
- P4, Routine, 8 business hours: no impact on the business, for example information requests or routine changes.

For P1 incidents, FirstNet also provides proactive updates at least every 30–60 minutes until service is restored, one named owner accountable from acceptance to restoration, automatic internal escalation at 2 and 4 hours, and a written Post-Incident Review within 5 business days.

For urgent faults, especially P1 incidents, call 0861 989 896. Requests with attachments are best emailed to support@firstnet.co.za. Both channels are available 24×7.

Question 4

Who can log a support request with the FirstNet Rapid Response Service Desk?

Accepted Answer

Support requests are logged by your organisation's registered Technical Contacts (TCs). They identify themselves when logging a request, give first-level support to their own users and escalate to the FirstNet Rapid Response Service Desk when needed. FirstNet may decline requests logged directly by end users.

How logging works:
- Email support@firstnet.co.za, 24×7: the best way to log a request with screenshots, trace routes or other attachments.
- Telephone 0861 989 896, 24×7: for urgent faults, especially Priority 1 incidents.
- Every request gets a reference number that stays with it until it is closed.
- Firewall changes must be authorised by your designated firewall Technical Contact.
- Data centre access requests are logged by registered TCs at least 24 hours ahead.

When logging, include the company name, the Technical Contact and their phone number(s), a description of the incident and business impact, the priority, the affected site or service and when it started, what has been tried so far, and the circuit number, service ID, extensions, hosted service or security platform affected.

To add or change a Technical Contact, contact FirstNet.

Question 5

Will FirstNet notify us about network outages and planned maintenance?

Accepted Answer

Yes. Subscribed Technical Contacts receive FirstNet notifications for network or service outages and for planned and emergency changes, with updates at least every 30–60 minutes during an active event. Ask FirstNet to subscribe your contacts.

Notifications go to your Technical Contacts (TCs) who are subscribed, so make sure the right people are on that list. TCs are also the people who log and escalate requests with the Rapid Response Service Desk.

During a Priority 1 incident you can also expect:
- Proactive updates at least every 30–60 minutes until service is restored.
- One named owner accountable from acceptance to restoration.
- A clear statement of whether the service is Restored (working again) or Resolved (root cause fixed).
- A written Post-Incident Review within 5 business days, without you having to ask.

Changes on your side work the other way round: log planned changes that affect business processes at least 48 hours in advance, so the work can be prepared and tested.

If you notice a fault that has not been announced, log it with the Rapid Response Service Desk on 0861 989 896 or support@firstnet.co.za, both 24×7.

Support questions & answers