Welcome to the GEN Helpdesk System
Welcome. The HelpDesk is the primary support channel for all non-emergency requests. You can use the HelpDesk for pre-sales, sales, provisioning, support and cease. Every request via the HelpDesk is assigned a unique reference and you will be able to track your issues online.
COVID-19: The HelpDesk is currently being serviced solely by the Network Operations Team and as such there may be delays for tickets without SLA coverage or that are not time critical.
If you have a service level agreement with us then this is automatically applied to your requests and you will receive priority support on all channels.
Registration is required and all requests submitted and processed via this system are governed by our framework agreement available here which you must read prior to submitting a request. A valid and confirmed email address is required to successfully open a ticket. All tickets submitted are considered statements of work within the framework agreement. If you are out of coverage then work will be charged at our standard rates available on our website.