Escalation Procedure & Complaints

What to do when our service desk can't help you

For Client Institutions

First Level Operational Support

All problems should be reported to our Service Desk in the first instance. You can contact us on a 24/7 basis by phoning +27 21 763 7147 or during business hours by emailing

Escalations during business hours

During business hours, queries or issues related to the SANReN network or other services TENET provides can be escalated by your designated institutional contact through each of the following levels using the contact details that are shared from time to time:

Level 1:

Service Support Manager

Level 2

Service Delivery Manager

Level 3:

Chief Executive Officer

When escalating an issue, please provide as much information as possible to assist in investigating. This should include the ticket number you received from our service desk. Additional information such as your TSN number, copies of emails, details of telephonic conversations, and any diagnostic information available will assist in quickly resolving your complaint.

Please allow a reasonable amount of time for your issue to be attended to before escalating to the next level.

Formal complaints

If you've followed the escalation procedure above and still have not received a satisfactory outcome, your institution can lodge a formal complaint.