IT Support Hours & Emergency Policy

OPCT IT PARTNERS provides scheduled IT support, remote assistance, incident triage and emergency escalation subject to an agreed service scope. This policy explains how support requests are handled. Any signed support agreement or SLA takes precedence where it specifically provides different terms.

1. Requesting IT support

Submit a support ticket using the Support menu or contact OPCT on . Provide the affected device or service, location, symptoms, business impact and a callback contact. Remote access requires the customer’s permission. Do not share passwords, OTPs or banking credentials in a ticket.

2. Standard support and after-hours assistance

Standard support is handled during OPCT’s published business hours and according to technician availability. Requests received outside those hours may be queued for the next business period. An emergency request does not automatically guarantee an immediate response or 24/7 coverage unless expressly included in a signed SLA. Actual operating hours and after-hours arrangements must be confirmed with OPCT before relying on them.

3. Incident priority classification

• P1 — Critical: widespread business outage, significant security incident or loss of a business-critical system; report immediately using the emergency escalation contact agreed with OPCT.
• P2 — High: major impairment affecting several users or an important service, with limited workaround.
• P3 — Normal: individual-user or device problems with a workable alternative.
• P4 — Planned: routine changes, requests, upgrades, maintenance and non-urgent assistance.

OPCT may reclassify priority following assessment of impact, urgency and available workarounds. These categories do not themselves constitute contractual response or resolution-time guarantees; signed SLAs define applicable targets.

4. Emergency reporting and escalation

For a suspected cyberattack, serious data loss or broad service outage, report the incident immediately and state the scope, affected sites and first observed time. Disconnect affected devices from the network when this can be done safely, preserve relevant evidence and follow technician instructions. Escalation outside business hours is subject to the customer’s service agreement and an accepted emergency call-out arrangement.

5. Payment before ad-hoc support

Ad-hoc paid support requires an R850 upfront payment through the designated OPCT payment portal before remote assistance starts. Support requests can be logged before payment. Access to paid remote support is released only after payment confirmation. Customers with an active qualifying support agreement may be handled under their agreed billing and entitlement terms. Any additional labour, onsite visits, parts, licensing or after-hours charges must be communicated for approval separately.

6. Customer responsibilities

Customers must provide accurate contact details, lawful access to their systems, a safe working environment, recent backups where applicable and a representative authorised to approve work and charges. OPCT may pause work where security, access or safety requirements are not met.

7. Service limitations

Response and restoration times depend on incident severity, access, third-party suppliers, connectivity, spare parts and the applicable SLA. OPCT cannot promise uninterrupted service or a fixed resolution time under this general policy. Hardware replacements, vendor charges, data recovery and scope changes may require separate quotations.

8. Contact and applicable agreement

For support requests, use the OPCT support ticket portal or call . This public guide supplements, rather than replaces, any signed contract or SLA. Confirm exact support hours, escalation availability and contractual response targets directly with OPCT.