Support

Log a Ticket

1. Please call Enerweb Helpdesk if you experience a problem with a system, or click on the Helpdesk icon on the left.
2. The Helpdesk Operator will create a ticket, which will be assigned to a relevant support person to resolve the problem.
3. Please obtain your ticket reference number.

Information Required

Please provide the following information:

• Name and/or user ID;
• Contact number(s);
• E-mail address;
• Company and division;
• Product/system name;
• Complete description of the problem.

To ensure we provide you with the best possible service, we will record your personal details, e.g. e-mail and contact numbers, during your first call.

Operating Hours

Office hours

• Monday to Friday 08:00 to 16:45 (excluding public holidays).

After hours

• Monday to Friday 16:46 to 07:59
• From Friday 16:46 to Monday 07:59
• Public Holidays.

Escalation Procedure

• Call Enerweb Helpdesk to escalate the priority of the ticket; OR
• For issues that require management’s attention, please contact 011 800 2800.

If voicemail is reached, please provide us with the following:

• Your name and/or user ID;
• Contact number(s);
• Ticket number.

We will contact you as soon as possible.