Neto treats all faults and outages with priority and ensures they are rectified in the shortest possible time-frame. Faults are assessed and attended to based on their level of severity.
Before submitting your request, check to see if we are already aware of the matter by visiting our Neto status page http://status.neto.com.au/. Scrolling down the bottom of this page will give you the option to register for status updates.
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:
Severity Three Faults:
1. Email a detailed description of the fault to our support team. Provide specific details, including steps (such as the page you are on, relevant order numbers/product SKU’s) of the fault to enable a support technician to understand and diagnose the fault.