Email our ticketing system
The quickest and easiest method would be to simply email support@pro2col.co.za with a detailed subject and full description, providing us with as much information of the issue, the request or the need for our attention. Including information such as what you have tried in attempt to resolve will also reduce the common responses to various troubleshooting steps.
Create a ticket via our Website
If you dont have access to email, simply click the SUPPORT tab on the top right of any page on our website. This will initiate a form to complete that will log a fault via our tickting system. Note though that this will send an email to us and our response will be in reply to this email. If you have an alternate method for reply, please indicate so in the creating of your ticket.
01
Evaluate
Once an email is received it will enter our queue of existing tickets. All tickets will have a unique ticket number generated and emailed to you for your record as well as to keep track of communication on that support thread. Existing SLA customers are automatically assigned priority based on existing agreements. If no prior agreement is in place, tickets are assigned and attended to in order of oldest to newest. Our aim is to achieve a response within a few hours.
02
REPLY
Once a ticket is opened and assessed, it's assigned based on the information received. We will then arrange the next steps in order to resolve it, from researching the problem, retrieving the information from our notes, providing the documentation or using alternate resources required to resolve the ticket. All tickets will be replied to via the ticketing system, using email for record and history purposes. We will also use this history to provide previous resolutions to repeat queries and faults
03
RESOLVE
All tickets remain open until confirmation of resolution is received. We will usually followup via other channels, Whatsapp or telephonic call, whereafter the status is marked resolved. Once everyone is satisfied with the ticket status, it is archived and therafter invoiced for where necessary and quoted on before.
