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