Technical Support

Telephonic support is crucial to offering a solution to meet customer’s high service demands. FastNet offers telephonic support as a standard service to all customers. The skilled helpdesk staff is located at the FastNet head office in Centurion.

World class back-end systems allow the technical team to troubleshoot over the phone, thus improving turnaround times on fault resolution. This turnaround time means improve uptime for FastNet’s customers.

FastNet is designed around offering world class support and therefore a structured escalation process was developed, this means all problems that cannot be resolved by the Technical Call Centre are automatically escalated to the Tier 2 or 3 specialists (with specific SLA’s)

Onsite technical support is available if required, any problem will be attempted to be resolved by the Technical Call Centre before a technician is dispatched. Recent stats have shown that a high percentage of problems are resolved by the Technical Call Centre, this results in a faster turnaround time for customers.