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.
We’re here for you 24/7

Information on how to contact our service desk and log a fault

Students and staff of universities

If you're a student or staff member at one of our client institutions and wish to report a problem, please contact your institution's IT help desk or IT service desk. Your own institution is best placed to give you the right information and, if necessary, their staff can log a fault with us on your behalf.

Information for TVETS

TENET provides connectivity to TVET colleges via a subsidiary called SABEN. See the SABEN website for information on how to gain the benefits of SANReN connectivity at a TVET.

Information for Schools

TENET does not provide connectivity for schools directly. TENET may, however, connect schools’ networks that are able to operate their own network and support a group of schools within a given geographic area. 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 can find information about outages, planned maintenance and other operational issues in two main places:

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 support@tenet.ac.za

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 primary contact 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?

TENET’s Service Support Centre is intended to be a ‘one-stop shop’, capable of correctly routing any request within TENET. However, some services have service-specific contact points that help automate some of this:

  • Requests for ad-hoc reports, address space (both IPv4 and IPv6), and other requests (i.e. anything other than fault reporting): support@tenet.ac.za
  • ac.za registrations: visit the www.ac.za pages or email hostmaster@tenet.ac.za
  • eduroam-related requests, see eduroam.ac.za or email eduroam@tenet.ac.za
  • Identity federation (SAFIRE) requests: see safire.ac.za or email safire@tenet.ac.za
  • ORCID related requests: orcid@tenet.ac.za
  • Certificate service-related requests: certs@tenet.ac.za
  • Zoom videoconferencing request: zoomsupport@tenet.ac.za

  • Security incident response: see csirt.sanren.ac.za or email csirt@tenet.ac.za
  • Billing/invoice enquiries: accounts@tenet.ac.za