Service Support

TENET's Service Perfomance Targets

  • Availability Target: 99% or better
  • Reliability Target: fewer than 2 outages per month
  • Mean Time to Restore (MTTR) Target: maximum of 8 hours
  • National Latency: < 50 ms
  • International Latency: < 260 ms

See Service Level Indicators and Targets for full details    

How to log a fault

  • TENET maintains a service desk that responds at all times ("24 / 7 / 365").
  • To contact the service desk call 021 763 7147.
  • The TENET Site Number (TSN) is important for fault logging - it speeds the process of communication between the service desk and TENET's engineering staff. You can check the TSN number for any site on the graphs pages.

How to join the TENET network

Institutions that are eligible under TENET's Connection Policy are welcome to submit a request to join the network, or simply enquire about service availability, by contacting us. TENET's standard terms and conditions of service are contained in the REN Service Agreement. The text of this agreement is available for use by other NRENs under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

How to order a new service for a site, or change an existing service

There is no order form - an email message to TENET's primary contact is sufficient to initiate an order or change one.

What about other requests?

  • Requests for ad hoc reports, DNS changes, address space (both IPv4 and IPv6), and other requests (.i.e. anything other than fault reporting) should be directed to TENET's Network Operations Centre: noc at
  • Requests for new registrations: visit the pages.

Subscribe to the REN-News list

Announcements regarding operational matters are made on the new REN-news mailing list. Anyone who is involved in operational side of the use, support or supply of services that involve TENET as agent or supplier will be welcomed as a subscriber.
REN-news has many subscribers. Authors of postings should treat the list as public!
You can subscribe to the list (or unsubscribe from it) by visiting its web interface at

Complaints Procedure

If interaction with TENET's service support processes does not result in a satisfactory outcome you can lodge a formal complaint.

Service Support

TENET is an honorary member of the Internet Service Providers' Association (ISPA) and upholds ISPA's Code of Conduct


Partnerships and Affiliations


SANReN is TENET's principal partner in the South African NREN landscape. 
Universities South Africa, formally known as Higher Education South Africa(HESA), is a membership organisation representing South Africa’s universities. 
ASAUDIT is a key partner and collaborator in service strategy and design. ASAUDIT facilitates IT collaboration between higher education institutions in South Africa.
UbuntuNet Alliance Logo
TENET is a founder member of the UbuntuNet Alliance for Research and Education Networking. The Alliance serves the regional REN needs of eastern and southern Africa.
WAPA LogoTENET is an Associate (NPO) member of the Wireless Access Providers’ Association of South Africa.