Here at Net Friends, we've been delivering a seamless blend of IT solutions and services for 25 years. Our knowledge makes us experts. Our mission is your mission – accomplished through technology.
You can submit your ticket requests by directly calling our dedicated Support Center line at (919) 287-1818.
Support Portal
What are your hours of operation?
We are open weekdays between 8:30am and 5:30pm, Eastern Standard Time. We close for the Federal Holiday Observation Dates designated as New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
What should I do if I have a problem outside of business hours?
You can send us an email or open a request in the self-service portal any time, 24x7. These requests will be reviewed first thing in the morning on the next business day, and someone will contact you before the end of the day.
My issue is critical, what should I do?
Critical incidents must be called in, using the number provided to you by your Customer Success Manager. If you don’t know this number, call our main Support Center line at 919-287-1818. If an expert is not available when you call, leave a message in the critical voicemail box when directed by the voice menu. The expert on call will review this voicemail within 30 minutes and respond to you. Keep your phone with you to ensure you receive our callback. We have staff standing by to respond to critical incidents 24 hours a day.
How soon should I expect a response to my request?
Our Service Level Agreement, which applies to all NetVisor and NetCore contract customers, requires us to meet strict standards for ticket response according to the severity of the issue. A ticket “response” means that a Net Friends representative will attempt to contact you within the listed time.
Ticket Type
Response
Normal Priority Incident
Within 8 business hours
Important Priority Ticket
Within 2 business hours
Critical Priority Ticket
Within 30 minutes
Where can I find more information on Net Friends and the Service Level Agreement?
The Service Level Agreement is included in the body of all our service contracts. Your Customer Success Manager can provide you a copy of your active contracts and answer any questions about our service standards.
About Our Service Level Agreement
Net Friends strives to provide service that meets or surpasses our customers' expectations. Our Service Level Agreement (SLA) is normally provided within the context of a full Statement of work. You can review a sample SLA document below.
