Support Procedures

LEVEL 1 SUPPORT PROCEDURES

Clients are requested to log a ticket on our customer portal, customer app, Business Whatsapp, Telegram or sms using the following methods:

  • Log a ticket on your client portal via the following button You will require your client code and password to log in.
  • When can I log tickets on the customer portal? 24/7, 365 days a year.

  • Download the “DataTill Customer App” on the iOS or Android app store. Select “Jumbo Technologies” as your ISP. You will require your client code and password to log in.
  • When can I log tickets on the customer app? 24/7, 365 days a year.

  • Send us a message on our Business Whatsapp during business hours 08:00 - 16:30, Monday to Friday. .
  • When can I log tickets via Business Whatsapp? During business hours, 08:00 - 16:30, Monday to Friday. Excluding public holidays.

  • Send us a message on Telegram during business hours 08:00 - 16:30, Monday to Friday. .
  • When can I log tickets via Telegram? During business hours, 08:00 - 16:30, Monday to Friday. Excluding public holidays.

  • Reply via SMS to any network outage SMS notification sent to you. This will automatically log a ticket on your account.
  • When can I log tickets via SMS? 24/7, 365 days a year.

    LEVEL 2 SUPPORT PROCEDURES

    This should be used to escalation a Level 1 procedure:

  • Email your ticket number / issue to clientsupport@jumbotech.co.za to escalate the issue.
  • When can I escalate a ticket? 24/7, 365 days a year. If you have not received a response within 4 hours of your original ticket being logged.

    LEVEL 3 SUPPORT PROCEDURES

    This should be used as an escalation for a Level 2 procedure:

  • Call our support line with your ticket number / issue, +27 10 285 0810 option 2.
  • When can I call the office for support?

    Monday – Friday, 08:00 – 20:00.
    Saturdays: 08:00 – 18:00.
    Sundays: Closed.
    Public Holidays: Closed.

    When requesting technical support, you will be provided with a ticket number. This will be used to trace and keep a record of the issue.Should you not receive a ticket number by default, please ensure that you ask for one. If you require to escalate an issue, ensure that you quote your ticket number when proceeding with the escalation request.

    NB. Please do not contact our technicians and / or employees directly on their personal email addresses, cellphone numbers or via WhatsApp to report an issue. We will not have any record of the issue being reported, and cannot take responsibility for an issue reported in this manner.

    Why choose JUMBO TECHNOLOGIES?