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