Page 20 - BROCHURE_WELCOME BOOKLET

Check Before Logging a Fault

Our friendly support team is highly specialised and able to assist you with any
support problem that you might experience. Before you log a fault please check and

confirm the following:

There is power to the equipment

labelled iConnect.

All cables are plugged in.

Support & Fault Logging

Support Operating Hours

01 Level 1 - Critical Breakdown (High Priority)
Please report all technical issues to our Support Department on 010 271 0100 or
i.e. Site down, link down, unable to make calls, unable to receive calls,
support@iconnectsa.co.za. For all after hour issues, please phone the above support
multiple extensions are unable to dial or receive calls or poor sound
number.
quality on all calls.

02
Weekdays (Monday – Friday) Level 2 - Significant Breakdown (Medium Priority)

Standard Operating Hours 08:00 AM – 16:30 PM i.e. Intermittent poor sound quality, connection speeds, certain
Early Shift (Severe tickets only) 06:30 AM – 08:00 AM extensions are unable to dial out or receive calls.
Late Shift (Severe tickets only) 16:30 PM – 18:00 PM Level 3 - Minor Breakdown (Low Priority)
After Hours Standby (Severe tickets only) 18:00 PM – 06:30 AM 03
i.e. Faults which are not business servicing affecting.
Weekends (Saturday – Sunday)

Standard Operating Hours 08:00 AM – 13:00 PM We strongly recommend that you follow
After Hours Standby (Severe tickets only) 13:00 PM – 08:00 AM
up all Priority 1 emails with a phone call.

01 Once the email has been processed, a reference number will

be sent via email.

02 All telephonic follow ups may be done by calling iConnect's

support number 010 271 0100.

iConnect SA PAGE 18 iConnect SA PAGE 09
19
PAGE
PAGE
08
Home of Uncapped Customer Service Home of Uncapped Customer Service