How to Obtain Support
Access portal.ne-t.com 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. 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 704.688.7153. 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 voicemail 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.
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 704.688.7153 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 (i.e., “critical” support requests) constitutes an outage that affects (i) substantially all of its users, and/or (ii) substantially disrupts important business function(s). In the event of an emergency after hours support request, please call 704.688.7153 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 voicemail 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. Please note that additional fees may apply to certain emergency requests.
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 be considered abuse and customer may incur additional fees.