SAIX Fault Handling and Escalation Procedure

Fault handling procedure

The first line of support is the Electronic Business Support Centre (EBSC). They are also referred to as the SAIX HelpDesk. The staff at EBSC specialise in the localisation and repair of modem and telephone line related faults. The preferred method of contacting the Support Centre is via the online Fault/Query System (SAIX Customers Only).

Once the Fault/Query System (SAIX Customers Only) has been filled in and submitted, you will receive an automated response with a reference number that you will need to quote in any future correspondence.

If no connection to the Internet can be established then a telephone call can be made to 0800 222 772. The following information will be required:

• Full Name of person calling
• Telephone number of person calling
• Full name of ISP
• Telkom Account number
• SAIX Reference number
• Exact details of the nature of the fault

The SAIX HelpDesk will not accept calls from ISP dialup subscriberÆs. End-users will need to contact their ISP who will then contact the SAIX HelpDesk, if necessary.

Escalation Procedure

If no response is received 30 minutes after logging the fault on the online Fault/Query System (SAIX Customers Only), a telephone enquiry can be made to the SAIX HelpDesk querying the status of the fault.

After this call has been made and a further 30 minutes has elapsed and no satisfactory feedback has been received, you may escalate the problem by completing a Fault/Query System (SAIX Customers Only) where it will be attended to immediately.

If a further 30 minutes has elapsed and still no satisfactory feedback has been received. The SAIX HelpDesk Team Leaders can be contacted as follows Click Here(Secure Section).

Network Notices and Planned Work

All scheduled downtime will be posted on our SAIX Notice Board found at:

http://www.noticeboard.saix.net (SAIX Customers Only).

There is a mailing list that can be subscribed to in order to receive network notices, details are available on the SAIX Notice Board.

Under normal circumstances, any required, scheduled downtime will occur on Sunday mornings.

In extreme cases emergency maintenance is required and a short notification will be sent out, but usually SAIX will allow at least 24 hours before work commences.

Management Information

To access user and pop administration details (ie. the secure section), go to the following URL :

https://www.isp.telkom-ipnet.co.za.

To obtain access to this facility you will need to complete the Secure Access Application Form. The following details will be required.

• Full ISP Name
• Full name of applicant
• e-mail address of applicant
• Telephone number of applicant
• SAIX Reference Number
• ipaddress(s) of the machines requiring access

Important Note: disable these URL's from your proxy settings