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Frequently Asked Questions

How do I report an IT issue with Bridge IT Support?

Faults can be reported either by sending tickets through Support ticket system and providing the relevant cissue information.

If I report a fault online will I get an email confirmation that the fault has been received

Yes you will receive an email confirmation with a reference number

How do I track my fault?

All reported faults are allocated a reference number that can be tracked on the ticketing system.

How long before I should expect contact with an IT specialist?

You should receive a call back from an engineer within 30mins to discuss your issue or receive an email request for logs and further information.

Will I be provided with progress updates?

Progress updates are provided regularly by email or phone.

Who do I call if I require call escalation?

Full escalation path details will be provided before the commencement of any contract.

Are Bridge IT engineers Security Cleared?

Yes Bridge IT Support has a number of security cleared engineers.

What SLA’s are available?

We have a number of SLA’s available from 4hr fix to 9-5 next business day.

Will I be notified of fault resolution?

Once the fault has been resolved fault closure details will be provided, which will include resolution of the issue.

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