Transparency

Report an incident

How to report an incident, how quickly we respond and how our Network Operations Centre keeps managed-service clients informed.

Report an incident

For a problem that affects your service, call us on +231 770 684 591. Managed-security and Enterprise clients are covered by 24/7 SOC monitoring and can also use the escalation contacts in their service agreement.

How to reach us

Phone
Urgent incidents (P1 and P2) and anything that cannot wait
+231 770 684 591
WhatsApp
Quick questions and updates on an open ticket, Monday to Friday, 8:00 AM – 6:00 PM GMT
Message us
Email
Non-urgent requests, with screenshots or documents attached
info@globalitfirm.net
Client portal
Log and follow support tickets, book a meeting or a remote session
Open the portal
Security Operations Centre (SOC)
Monitoring, detection and response for managed-security and Enterprise clients
24/7

How we keep you informed

When an incident or planned maintenance affects a managed service, our NOC tells the named contacts of each affected client directly, by email and WhatsApp: when it started, what is affected, progress while we work on it and a summary once it is resolved. Response and resolution targets are on our service levels page.
Managed-service clients: to add or change the named contacts who receive incident and maintenance notices, email info@globalitfirm.net or message us on WhatsApp.