The below procedure only applies to customers that DONT have SLA's with Netlayer? If you do have an SLA your account manager will be able to advise your companies relevant response times.

  • Step 1 - Log Your Request

    Before we are able to attend to your request, we require that a ticket be logged. You will recieve a response from our Service Desk within 1 Hour with a ticket reference number. It is VERY IMPORTANT that the assigned ticket number be quoted at all times during the ticket resolution process.

    • Log a ticket by Phoning our Service Desk on +27 11 234 9306
    • Log a ticket by Email at support [at] netlayer [dot] co [dot] za
  • Step 2 - Severity Level Assigned

    Our service desk agents determine the severity of your request and assign it accordingly.

    • LOW - A task that does not stop a user from working and only affects one user.
    • MEDIUM - A user can work but something is frustrating them and it is affecting more than 1 user.
    • HIGH - A User or the company as a whole cant work.
  • Step 3 - Ticket Escalation

    In order to escalate your ticket please contact our service desk advising that you wish for the ticket to be escalated. Your account manager will then contact you to advise accordingly.

    • Ticket Escalation Number : +2711 234 9306
  • Step 4 - Ticket Initiation

    Based on the severity of your ticket logged, the technician assigned to your ticket will be in touch to start working on your support request. We endeavour to start working on all client queries within 48 Hours.