Raising a fault
Need help? If you're experiencing a problem our Service Desk team are on hand to help. ​
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To log an incident, you can contact our Service Desk during office hours by:
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Contacting us on 0344 873 4488 (Option 1)
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Email our Service Desk team via support@kubenet.net
Before speaking to our support team regarding any fault, please ensure that you carry out all the basic checks below. This will help us resolve your issue as quickly as possible.
If you can answer YES TO ALL, please contact our Support Team and provide:
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Service Reference details of the service affected such as phone number, circuit reference, location
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Fault description – please provide as much detail as possible to ensure our team can troubleshoot the fault as quickly as possible
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Impact and Urgency of the fault – please advise of the impact of the fault including the number of users affected.
We understand that regular communication is important when an incident has been raised. Therefore our engineers will keep you fully informed throughout.
Priority | Response | Update | Exceptions/Criteria |
|---|---|---|---|
Priority 1 | 15 minutes | 30 minutes | Where KubeNet is not the resolver |
Priority 2 | 30 minutes | 60 minutes | Where KubeNet is not the resolver |
Priority 4 | 2 hours | 24 hours | Where KubeNet is not the resolver |
Priority 3 | 1 hour | 24 hours | Where KubeNet is not the resolver |
For full information on how your fault will be looked after, and definitions of our priority levels, please read our customer service plan document here.