IPTP Networks / Help / Service request

Service request

Immediate help can be provided via Live Assistant, or ncc@iptp.net e-mail. Ordinary requests are divided by the following three priority levels:

besteffort

Standard Priority:

Level 3

The case will be given priority below level 1 and 2 for when speed is not of the essence. Normally applies to administrative issues.

mediumpriority

High priority:

Level 2

We will devote attention to it immediately after level 1 tickets are resolved. Normally applies to service optimization.

toppriority

Top Priority:

Level 1

We take immediate action to restore unplanned interruptions! A call to the helpdesk (see map below) is available to expedite service.

Helpdesk numbers:

The sender and the sender’s email address should be registered with us as an Admin or Technical Notification contact.


To help answer your query, please follow the steps below:

Step 1:
  • Please send an e-mail to ncc@iptp.net, describing the problem in as much detail as possible.
  • For fastest response, include the number of your Service Order Form for the relevant service.
  • You will get an automatic reply instantly, acknowledging receipt of your email with a ticket number.
  • Our engineer will contact you as soon as possible.
Step 2, optional:

If you perceive a delay in our response for any reason, you may dial one of our call center/IVR numbers (see map above), making sure that you have the ticket number from “step 1”.

How to get support in case e-mail does not work?

If email is not available for any reason, you may create a ticket via phone. Customer must positively identify themselves and provide Service Order Form number before any support is provided. Please make sure that your list of authorised contact people is up to date in Portal or through your Account Manager.

Support is available 24×7