We’re here for you 24/7

We take pride in our service excellence and efficiency, and we maintain a service desk that responds at all times.

TENET’s Service Support Centre is intended to be a ‘one-stop shop’, capable of correctly routing any request related to the services TENET provides. Here you'll find information on how to contact our service desk, and how to find out what's happening with our services.

Who should contact our Service Desk?

Orders, faults, and queries should generally be logged by designated IT support staff at your institution.

Students and staff at universities or research councils

Unfortunately, we can't provide support directly to staff and students. If you're a student or staff member at one of our client institutions and wish to report a problem that you believe might be with our network or services, please make contact with your institution's IT help desk or IT service desk. Your own institution is best placed to give you the right information and diagnose the problem and can, if necessary, log a fault with us on your behalf.

TVET colleges

TENET provides connectivity to TVET colleges via a subsidiary called SABEN. See the SABEN website for information on how to gain the benefits of connectivity to the SANReN network at a TVET college, and for more information on the TVET College Connection Programme being run under the auspices of the National Skills Fund.

Schools / basic education

TENET does not provide connectivity for schools directly. TENET may, however, connect consortia of schools that are able to establish a "schools' network" to operate their own network and support a group of schools within a given geographic area. If you're a school connected to such a network, please contact your schools' network's help desk.

For information on a schools' network near you, or on how to form one, please contact us.

What's the current status of the network and services?

You'll find a high-level overview of the health of most of our services as part of their listing in our service catalogue.

You can find more detailed information about outages, planned maintenance and other operational issues by subscribing to the renalerts@lists family of mailing lists.

The operational status of some services is also publicly available from some of our monitoring systems:

eduroam  |  network  |  SAFIRE

How to log a fault

Faults should be logged by designated IT staff at your institution. Please contact your institutional IT help desk if you don't know who this is.

To contact the service desk call +27 21 763 7147 or email hjeedgi@itcti.pr.op.

The TENET Site Number (TSN) is important for fault logging, as it unambiguously identifies both a client and a service endpoint. 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 can be made 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

For many services, there is no order form, and an email message to TENET's service desk is sufficient to initiate an order or change one.

Some services do require the completion of a form or collection of additional information, and our service desk can advise when this is necessary.

What about other requests?

While TENET's general support contact information should reach the right place, some services have service-specific contact points that help automate routing and categorisation of calls within our ticketing system, and may lead to a speedier, more targeted response:

Finance-related queries should go to the email address indicated on your invoice.

Send your spam to: honeypot@tenet.ac.za / honeypot@tenet.ac.za and we'll automatically discard all future mail from you.