How can we be of assistance?
Our first line of support is our Helpdesk.
You can communicate with our Helpdesk in the event of:
- requiring general assistance with our platform and/or any of our applications or devices
- report any issue you are experiencing with our platform and/or any of our applications or devices
- report a bug to our team of developers
- have a billing related question
- suggest a new feature
You can contact us via any of the following channels:
Simply send an email to help@sethala.com with the following information:
- your organisation name
- your name and contact details
- deployment name (If possible)
- device IMEI and / or asset / thing identifier
- detailed request / explaining of the issue experienced
We employ an automated ticketing system which will acknowledge receiving your email request as well as assigning a unique ticket reference number to your request.
Every time we respond to your ticket with feedback, our system will send you an update. Should you reply to these emails, your feedback will be attached to the ticked and our system will be updated accordingly.
Different ticket statuses:
- waiting for support - when a ticket requires interaction from Sethala.
- waiting for customer - when a ticket requires interaction from the person(s) who logged the ticket (you).
- pending - when Sethala is working on the ticket.
- escalate - when Sethala has to involve a partner, or supplier or more senior staff.
- resolved - when the request in the ticket has been completed and/or the issue has been resolved.
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Contact us on +27 12 942 4030
Give us a call on +27 (12) 942 4000