ETS Support Call-out Process

ETS Support Call-out Process

1         PURPOSE

The following process has been complied to ensure that the ETS customer support services response commitment is properly coordinated and delivered as laid down in the ETS SLA procedures.


The initial notification of a Technical Support Services requirement situation and status will be made to the Support Services Helpdesk (ref. 4) below.

Please fill is as much information as possible:

  • Subject
  • Circumstances of the event, e.g. service failure, any actions taken / planned
  • Serial number of device. (hardware only)
  • Product (select from list)
  • Priority: (High/Medium/Low)
  • Classification
    • Problem - there is an issue with the system
    • Question - request assistance for more information
    • Request for new service - Request assistance for advanced services or value-added services
  • Attach any documents that may be of assistance in troubleshooting the issue (limit 20mb).  For larger files discuss with the support engineer.


Assistance with service requests 24 hours per day, 7 days a week.  Email requests are monitored Monday to Friday from 8am to 5pm.  Response guidelines according to Severity Levels and back-to-back Vendor Severity Levels.

3.1         Severity 1:

       System Down, Critical Business functions inoperable with no work-around.

       Log a call at the ETS helpdesk ( as high priority.

3.2         Severity 2:

       Critical Business functions are impacted but a workaround is available

       Log a call at the ETS helpdesk ( as medium priority.

3.3         Severity 3:

       Non-production, non-critical systems are affected, request for information.

       Log a call at the ETS helpdesk ( as low priority.



       ETS Helpdesk:

o (Only registered users can log calls)

o   +27 10 593 0801 (select 1 for hardware support)

o   E-mail:  (NOTE: only registered users can log calls)