Short 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.
In detail
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.
Source: FirstNet Support service page →
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