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Technical Assistance Center (TAC)

The Technical Assistance Center is the focus point for you to contact with technical networking questions or problems. The Technical Support Engineers are your problem managers. They will co-ordinate all post-sales technical issues to ensure an appropriate and speedy resolution. It is their responsibility to ensure that all members of the Support Team are aware of the critical issues.

The technical support group is located in Centurion

 

Helpdesk

Our Helpdesk is available for all configuration and fault finding assistance if they cannot complete the issue Local TAC teams will follow through.

Typically, calls will be escalated to the Vendor.  And Engineer will facilitate and stay involved until issue is resolved.

Field Network Engineers

Our Network Engineers work in the field and report directly to the Corporate TAC. They can be dispatched to your site to get a hands-on look at the networking issue. The NE’s work directly with the TAC, and help gather information to isolate and identify network issues.

Additionally, NE’s can perform post sales network installation and network evaluation and consulting as part of the Core Networks Services Department.

Corporate and Sales System Engineers

The primary responsibility of the Systems Engineer (SE) is to provide pre-sales networking support to the sales managers. However, they also represent the TAC when an NE is not in the area or is unavailable. In this capacity, the SE is acting as a TAC NE, and will coordinate all post sales network issues with the local TAC.

When an SE is supporting post sales issues, you can consider the SE an extension of the TAC. However, the TAC will remain the focal point for your problem resolution.

Problem Reporting

If you have a network issue that you cannot resolve yourself, then you should immediately contact the local TAC.

Contact Numbers

The contact numbers are as follows:

TAC 012 653 0953

Website: http://www.cn.co.za/