Support Procedures – During Business Hours
- The preferred way to request support for your PC is to double click the “netCare” Icon in your system tray, which will create a new ticket in our system. Please be sure to include your email address and contact information with the ticket. Once you have been assigned a username and password within the portal, you will be able to see the status of all your tickets.
- Access http://www.ne-t.com/support via Internet Explorer and enter your email address and portal password in the customer login boxes provided. The point of contact will be the only person setup within our portal at the onset of this agreement. This person must first setup your account for you to be able to login. Once you login, click the Service Entry icon and enter your support request. We will immediately be notified of your request and begin scheduling.
- Another way of requesting support is to send an email to netCare@ne-t.com. Please include a brief description of the problem along with your name and contact number in the body of the message.
- In instances where you are unable to access the Customer Portal or email your request, you can also call our helpdesk for your request at 704.688.7168. In the rare event that there is no available engineer, you will be placed in queue where you will have the option to wait until the next available engineer can assist or to leave a voice mail message. If leaving a voicemail, please include your name, company, contact number, and brief description of your problem and we will return your call as soon as possible.
If contacting us about an existing incident, please reference the Service Request number of the original request. This number is included in the notification email sent when your request is initially entered into our ticketing system. In the event you do not know the Service Request number, please make reference that this is a follow-up request and we will attempt to match it with the initial request. Failure to reference the Service Request number may cause a delay or duplication of support, possibly resulting in additional charges. Thank you for your assistance in this.
Support Procedures – After Business Hours
To request routine support after normal business hours, you may follow the Customer Portal and email procedures as listed above. If you need to call in your request, please call 704.688.7168 and stay on the line to leave a voicemail for tech support and your call will be returned on the following business day.
An emergency constitutes an outage that affects all users and the business cannot function. In the event of an emergency after hours support request, please call 704.688.7168 and press ‘2’ when prompted to be connected to the On-Call engineer. Our system will attempt to connect you with an engineer to assist you. In the event an engineer is not immediately available, you will be prompted to leave a voice mail message. Please include your name, company, contact number, and the nature of the emergency. The On-Call engineer will be notified that there is a message in need of urgent attention and contact you just as soon as possible.
Customer must follow guidelines above to initiate service requests through our customer portal, support email address, or dedicated support line. Requests made directly to an engineer, bypassing these procedures may result in delayed support.