Request THUSA support
Support
THUSA support is for existing clients who have a technical problem to resolve; below are the support form, the phone line and what to do if systems are down.
Ways to get support
- Support form: use the form on this page to say what is happening and how urgent it is.
- Phone: call the THUSA helpdesk on 087 941 6890, or dial +27879416890 from outside South Africa.
- If systems are down: call as well as sending the form.
What to include when you log a request
Four details make a request easy to act on, whether you send the form or call.
- Who you are: your name, your company, your work email and the contact number where the helpdesk can reach you.
- What is affected: the system, the site or the people who cannot work.
- When it started.
- How urgent it is: tell the helpdesk, or choose the urgency on the form that fits.
Response times for managed IT services
The stated response is the response time THUSA states for its managed IT service.
| Priority | Stated response |
|---|---|
| P1 (critical) | 15 minutes |
| P2 (high) | 2 hours |
Not a client yet?
Contact THUSA to talk to the team, or read about managed IT services.
Log a support request
Tell us what is happening and how urgent it is.
Questions, answered.
Frequently asked
How do I log a THUSA support ticket?
Use the support form on this page, or phone the helpdesk on the number under Ways to get support, and say who you are, what is affected, when it started and how urgent it is, then choose the urgency that fits the problem.
What response time can I expect from the helpdesk?
For clients on managed IT services, THUSA states 15 minutes for a P1 (critical) incident and 2 hours for a P2 (high) incident. This page states no response time for any other priority, and your SLA sets the terms that apply to you.
How do I reach the THUSA helpdesk?
You can reach the helpdesk by phone or through the support form on this page; both are set out under Ways to get support, which also gives an international number for callers outside South Africa, and whichever you use, say what is affected and how urgent it is.
Is THUSA support available after hours?
The hours of the support line are not published on this page, so for an urgent incident, use the phone line under Ways to get support, and whichever route you use, say what is affected, when it started and how urgent it is.