Our formal support standards ensure every request is tracked, prioritised, and resolved efficiently.
013 004 0002
For urgent or critical issues requiring immediate attention.
https://portal.nsupport.co.za/
Preferred for logging new tickets, tracking progress, and viewing history.
Recommended
083 601 3889
Monitored during business hours for quick communication.
ticket@nsupport.co.za
Creates a support ticket. Include a clear subject, full description, and screenshots/logs where possible.
083 601 3889
Call the number for urgent or after hour requests. Messages will not be monitored.
technical@nsupport.co.za
For any technical requests or requirements send an email with a clear subject and info.
Important: Requests sent via personal contacts, direct technician messages, or informal channels (e.g., personal WhatsApp/SMS) are not logged and may fall outside SLA tracking.
| Priority | Definition | Examples | Target Response |
|---|---|---|---|
| Critical | Complete system outage or business‑critical service unavailable with no workaround. | Server offline, network outage, major application failure. | Immediate during business hours |
| High | Major disruption impacting multiple users or core business functions; limited workaround available. | Email failure, multiple users unable to work, security breach. | 1–2 business hours |
| Medium | Issue affects specific users or non‑critical systems; workaround available. | Printing errors, application issues, degraded performance. | 4–8 business hours |
| Low | Non‑urgent request or minor inconvenience that does not affect business continuity. | Password resets, software installs, usability questions. | 1–2 business days |
*Response time = acknowledgement and work start. Resolution times depend on complexity and scope.
This policy defines the standards, processes, and channels for delivering support. The aim is prompt, efficient, and transparent handling of all requests.
Monday–Friday, 08:00–17:00 (excl. public holidays). After‑hours support is available for Critical incidents and may carry additional fees unless otherwise stated in your SLA.
Tickets are monitored against response and resolution targets with defined escalation to maintain accountability and transparency.
Keep a copy for your governance file or circulate to your team.