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Support Contact

 

Our Service Desk and technical support operates during Service Hours with phone support available 24/7.  We provide a variety of ways for you to request help or otherwise make inquiries.

If you are contacting us by phone, please have your name, organisation and email address ready. Please note that service requests and support may be billable. We recommend searching our online Knowledge Base and confirming with your organisation's CSA before submitting a request. 

 

Contact

Email: Support@OneNet.co.nz

Online support address to report and track issues. This is the primary method of requesting assistance and one of our Support Team will be assigned your request and be in touch. Be sure to include as much information as possible, such as steps to replicate or screenshots of any errors.

Telephone: 0800 66 36 40 or +64 09 376 7630

Our phone line will allow you to reach us for any time-sensitive or urgent requests. During Service Hours the phone line will put you through directly to our Support Team who will help manage and solve your requests, not just someone who is taking notes. Outside of service hours, the phone line will still be operational but will switch over to an after-hours system where our on-call team will give you a call back ASAP.

Ticketing System: kb.onenet.co.nz

If you are a client through a OneNet IT Partner, please contact your IT partner in the first instance as OneNet supports your IT partner. If you are a direct OneNet client, you can raise a ticket in our system directly if you create a support account and submit a ticket

 

Service Hours

OneNet Service Hours are 8am - 5pm, Monday through Friday excluding Public Holidays.

After-hours support can be provided for an additional fee calculated on a time and materials basis.

 

Billing

For support requests, there are four main billing groups

Unbillable - This covers requests that are not billed for. For example, issues with the OneNet infrastructure or providing Knowledge Base articles.

Service Desk - This covers requests which are often common or minor tasks. For example, resetting a password or management tasks which can be carried out on the OneNet Control Panel.

Engineering - This covers requests which require a bit more involvement, or are escalated to Senior Engineers. For example, setting up third party software or work on client Virtual Servers.

After Hours - This covers requests which need to be actioned outside of Service Hours. For example, urgent calls received after hours, or tasks requested to be done during that period.

 

Ticket Management

After a request is made, a ticket will be made either automatically (email requests) or manually (phone requests). When a ticket is made you will receive an email with a ticket number which you can use if you need to direct someone to an existing ticket.

Whenever a ticket is updated, you will receive an email with the ticket update. You can also update a ticket by replying to any email you have received for that ticket.

If you receive an update stating that the ticket has been solved and you feel that this request has not been resolved, simply reply to the email and it will automatically re-open the case.

 

If you are a direct client and have a support account you can also review your tickets.

 

Service Status

To check the status of our services, or for any latest updates check out our Twitter feed (‎@OneNetNZ), which can also be found on our website.

 

 

Be sure to check out other articles on our Knowledge Base which might help with common issues.

 

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