Log a call by email
Available at any time. Calls logged outside business hours are picked up at the start of the next business day unless after-hours cover is included in your agreement.
Support
Need IT support?
How existing clients reach the service desk, and what to include so the first response is useful.
Logging a call
How to reach the service desk
Three routes in. Use the telephone for anything that is stopping work right now.
Telephone
For urgent issues during business hours. Monday to Friday, 08:00 – 17:00 SAST.
Remote support session
A technician will send you a connection link when one is needed. We will never initiate a remote session you did not request — if someone claims to be from Define IT and you did not log a call, end the conversation and phone the number above.
To confirmA client portal and a self-service remote-support download link are referenced in the navigation but do not exist yet. Supply the portal URL and remote-support tool link, or remove these references before launch. We have deliberately not published placeholder links that would fail.
Getting a faster answer
What to include when you log a call
Roughly half of first responses are a request for information that could have been in the original message.
- Who is affected — one person, a team, or everyone
- What you were doing when it happened
- The exact error message, or a screenshot of it
- When it started, and whether anything changed just before
- The device name or asset tag, if you have it
- Whether there is a deadline attached to it
- A contact number and a good time to call back
Not a client yet?
We can still help
This page is for organisations with a support agreement in place. If you are not a client and something is currently broken, contact us and we will tell you honestly whether we can assist quickly or whether you would be better served elsewhere.