For each issue or query raised, a new Reference Number (Ticket Number) will be provided:
- If the issue or query was communicated via email to firstname.lastname@example.org, clients will receive a confirmation email with the Reference Number in the subject.
- If the issue or query was raised telephonically (via the support number 021 888 6500 during office and support hours, or via the mobile support number 079-396-4085 during out-of-office hours), Adept’s support agents will open a ticket directly and provide clients with the Reference Number.
To ensure that all support tasks are dealt with in a timeous manner, clients are requested to supply Adept with the following details whenever possible / relevant:
- Nature of the service in question
- Symptoms experienced or relevant query
- A timeline of events leading up to the support request (in the case of adverse issues)