Support and incidents
Incident, question or change? Your message reaches an engineer who knows your network, not a call centre.
How it works
From report to resolution
We keep it simple: one address for everything to do with an existing network. This is how a report is handled.
- 1
You report the incident or question
By email to support@networkguys.nl, or by phone if urgent. Put the name of your location or event in the subject line.
- 2
An engineer picks it up
You get a confirmation and an engineer who knows your environment gets to work. For managed networks we often already see the incident in our monitoring.
- 3
Resolve and report back
Remotely where possible, on site where needed. You hear what the cause was and what we did, and it goes into the documentation.
Direct contact with support
- support@networkguys.nl
- +31 (0)85 000 0000
- Working days 09:00 to 17:00. Customers with managed services have the response times from their SLA, outside office hours too. During events the engineer on site is your first point of contact.
Include this in your report
- Name of your location or event
- What is not working and since when
- How many users or devices are affected
- What you have already tried
- A phone number where we can reach you
Frequently asked questions
Questions about support
Not a managed customer but need help anyway? You can still email us. We look at what we can do and what it costs.
See managed servicesHow fast do you respond?
For customers with managed services, response and repair times are in the SLA. For other reports we respond on working days as soon as possible, usually within a few hours.
Can I call as well?
Yes, on working days between 09:00 and 17:00. For incidents outside office hours your SLA applies. Email is preferred for questions and changes, so everything is recorded.
Do you also help with equipment that is not from Networkguys?
Often yes. We first inventory what is there and tell you what we can do. For structural management of an existing network, see managed services.
What happens during an event?
Then the engineer on site is your first point of contact. Remote support keeps an eye on the network and steps in when needed.