Contacting Network Services
Office hours: 08:30-17:30
Telephone: 0161 925 1530
1 – Provisioning / All Mobile Queries
2 – Sales / Presales
3 – Faults / Technical
4 – Billing
5 – General Enquires
Out of Hours Technical Support / Faults
Please log all faults as tickets on our helpdesk http://rnshelpdesk.kayako.com or http://ns.nimans.net
Escalation line for outside office hours: 0161 757 0169
We provide this line for our resellers to escalate service affecting issues, in order to use this service the team require a ticket reference for an issue already logged on the faults helpdesk/ticketing system.
This can be used to escalate:
- Fault tickets that are logged for services which have a higher care level which extends outside office hours. For example, leased lines/premium data services or WLR services with a higher care level.
- Service affecting events such as a platform outage or multiple/entire customer loss of service
Please note: The agent will do all they can to assist with your query and will offer you the option to escalate this to a manager from Nimans please allow the agent to assist you first and if you feel they are unable to help they can contact a manager for you. We will do all we reasonably can to assist with any queries but we are constrained by the availability of the support teams or out of hours services of our supply partners. This number is not for customers to contact our support team directly.
Provisioning
For Orders, Change Requests or Queries network.services@nimans.net
Response SLA: 1 Working day
For Bars, SIM Swaps & PAC requests bars@nimans.net
Response SLA: 3 Working hours
Billing
For any billing queries billing@nimans.net
Response SLA: 5 Working days
