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Technical Support

Home / Technical Support

Professional IT Support

In order to streamline support requests, and ensure a consistent level of service, we utilise a support ticket system. Every request is assigned a unique reference number which you can use to track the progress of your request. This ensures that support requests are resolved according to the agreed upon SLA, and an incident is never overlooked.

PHONE
Call us on +27 (0)87 809 0263 (24/7).

EMAIL
Send an email to [email protected]

ONLINE
Visit https://support.nextgenerationdigital.com and click on Open New Ticket.

Support Availability

OFFICE HOURS

Monday – Friday 08:30 to 17:00 excl. weekends & holidays.

AFTER HOURS

We know that IT problems are not confined to office hours (and that downtime costs you money), which is why we offer SLA’s with access to premium support services outside normal office hours. In the event of an emergency (after hours), please call +27(0)87 809 0263 and select option 1. You will be transferred to an engineer on standby. Please note that overtime rates may apply depending on your SLA.

Support Priorities

EMERGENCY

The highest priority, initial response within 1 hour. Defined as a major outage or disruption to IT services where multiple users are affected and the business is severely compromised.
Example: Server failure, email not working, loss of Internet connectivity or other critical problem affecting all users.

HIGH

The second highest priority, initial response within 1-2 hours. Defined as an issue affecting multiple users or a high priority user such as the CEO.
Example: Mobile users are unable to connect remotely or the CEO is unable to access Internet banking.

NORMAL

Initial response within 2 – 4 hours. Defined as an issue affecting a single user or small percentage of workers.
Example: Workstation failure, unable to print or slow network performance.

LOW

Next business day response. Turnaround time to be negotiated when the request is made. Defined as additions or changes that need to be implemented but are not urgent.
Example: Configuration and service changes

WHAT WE DO

We provide a comprehensive range of IT services for small to medium-sized businesses, one number to call and a single point of contact for all your IT requirements.

WHY US

Our approach to Information Technology delivers sustainable performance and tangible results. We work closely with our clients to help them reach their business objectives.

CONTACT US

  • +27 (0)10 025 7500
  • [email protected]
  • 08:30 - 17:00 UTC+2

  • +27 (0)87 809 0263 (Alternate)

LEGAL

Standard Terms And Conditions
Acceptable Use Policy
Electronic Mail Disclaimer
Remote Support Disclaimer
Privacy Notice

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