Neto treats all faults and outages with priority and ensures they are rectified in the shortest possible timeframe.Faults are assessed and attended to based on their level of severity.
Severity One Faults
The product or service is unusable or unavailable.
Significant customer impact.
Severity Two Faults
Product or service available, but functions restricted and/or significant exposure exists. Business can operate at a reduced capacity while the problem exists. Limited customer impact.
Severity Three Faults
Product or service available, no immediate impact, bypass/resolution in place. Business can operate while problem exists. Minimal customer impacted.
Fault Reporting Procedures
When making a fault report, please follow this procedure:
Severity One and Two Faults:
1. Email a detailed description of the fault to firstname.lastname@example.org with the words emergency or urgent in the subject or body of the email. Provide specific details of the fault to enable a support technician to understand and diagnose the fault.
2. Call 07 3077 9696 during business hours or 07 3077 9618 after hours.
Severity Three Faults:
1. Email a detailed description of the fault to email@example.com. Provide specific details of the fault to enable a support technician to understand and diagnose the fault.