How can I contact support?
You can email us at firstname.lastname@example.org or call 888-499-0862
What are the support line hours of operation?
24/7/365. ** Emailed tickets are only monitored Monday-Friday during regular business hours. Please CALL support if you need assistance after hours or on the weekends.
What is the standard response time after submitting a request?
< 2 hrs Monday-Friday. Whether you call or email, a case will be opened to address your issue and you will receive an email notification. The case will then be assigned to a Net3 engineer, who will begin to work on your case and he/she will reach out to you through the ticket via email.
What is the standard response time for a business-critical event?
If you experience production failure or other disasters that interfere with business critical services, CALL the support line and a Net3 engineer will respond immediately to restore your business functionality. When calling outside of normal business hours/weekends, an Engineer will respond < 2 hrs of notification.
Can I submit a case request myself?
Yes, the Net3 Client Portal gives you the capability to open cases without calling or emailing Net3 Support. Access Client Portal.
Where can I find details about my open cases?
You can contact Net3 Support at 888-499-0862 between the hours of 8:00am-5:00pm EST, Monday through Friday or check the client support portal.