Logging trouble tickets
If you are an existing customer, you can log your trouble tickets by:
- Calling us directly (Please log into myNetmagic Portal for Toll-free support contact number)
- Mailing us with your issues at support@netmagicsolutions.com
- Logging the issue online on the myNetmagic portal (see screenshots below)
How incident management works
Once the Incident Management team logs your ticket, it triggers an automated ticket notification to all customer technical contacts registered at our end. This ticket notification provides the information on the case logged with Netmagic, the trouble ticket number and turnaround time for the case.
For any real time or priority issues, the most expedient method for addressing a problem and opening a case is by calling the Netmagic Support (see contact details in sidebar).
Using the web portal for incident management
Customers can also open a Case by using the My Netmagic portal (see screenshots above). Email messages sent to Netmagic Support might have a 30 mins response time for a case to be opened. While reporting issues about Network connectivity – Packet Loss and Latency, also send the below mentioned information to help us tackle the issue faster:
- Source and Destination IP Address Connecting to and from
- Trace route and ping report from source to destination
- Trace route and ping report from destination to source
- Details of Internet Service Provider, if other than Netmagic
Reporting mail service issues
Mail service issues can include delay in mail delivery, failure, etc.Make sure you send us the following details for quick resolution on mail service issues:
- Failure message
- Sender's and recipient's address (if the same is not evident from failure message)
- Mail headers or forward the mail as an attachment
- Screen shot of the error
- Incoming/POP and/or Outgoing/SMTP server details
- Trace route and ping report to Netmagic mail server
- Any other details that would help Netmagic tackle the issue faster
Reporting website unavailability issues
Make sure you send us the following details for quick resolution on website unavailability issues:
- Trace route and ping report to server hosting the website at Netmagic POP
- Screen shot of the error
