Should remote assistance not be successful and a call-out is required, supersonic will carry the costs if the fault is found to be on the supersonic network. However, if the fault is found to not be due to the supersonic network, a call-out fee will be applicable as described below. Faults logged with our call centre during supersonic business hours will be:

• Acknowledged within two hours from receipt of a call or email.
• Logged by way of Service Request within 30 minutes from acknowledgement.
• Faults not resolved by the CSR (Client Service Representative) within two hours of the fault being reported, will be allocated to a technician for assistance.

Critical network faults affecting multiple users will be attended to within four hours from first report received. Upon completion, the client will be updated on the fault resolution by way of Service Request notification. If your fault was attended to and you did not receive a Service Request notification, or for any other information, you are welcome to escalate the issue to our support desk at support@supersonic.co.za 

If you require on-site technical support, the following call-out fees will apply:

• Weekdays from 08:00 to 17:00: R550
• Weekdays after 17:00 and on Saturdays: R690
• Sundays and public holidays: R920

Please note: Additional charges may be incurred for extensive travel.