Support
Support is a core part of what we deliver. Our NOC watches your services around the clock, and our team is on hand during business hours with emergency cover for active incidents.
Support and sales hours
Pakistan Standard Time (PKT)
- Monday to Friday
- 9:00 AM to 6:00 PM
- Saturday
- 10:00 AM to 4:00 PM
- Sunday
- Emergency supportFor active incidents affecting service
Always on
24/7 NOC monitoring
Our Network Operations Center monitors every client service around the clock with automated alerting. Detection is proactive: we contact you before you contact us. Documented SLA response times apply to every client and are reviewed quarterly.
Support channels
How to reach us
Phone
Call our support line during support hours, or for emergencies affecting service.
+92 51 844 3312Email
Send details of your issue, including your company name and affected site.
info@mediahut.netAccount manager
A direct line to your named account manager, your first point of escalation. Not a generic queue.
Client dashboard
Live performance metrics, including uptime, latency and bandwidth utilization, are available to clients through the client dashboard.
Escalation
Escalation through your named account manager
You will never be left chasing a ticket number. Your account manager owns escalations from report to resolution.
Report
Contact support by phone or email. Your issue is logged and acknowledged.
Triage
Our NOC assesses impact and starts troubleshooting, remotely where possible.
Escalate
If the issue is not resolved promptly, your named account manager takes ownership and escalates internally.
Resolve
Remote intervention first, with on-site technical response for infrastructure issues within the timeframes documented in your SLA.
Incident reporting and RCA
When a service-affecting incident occurs, we keep you informed while it is in progress and confirm when service is restored.
Every incident is tracked. For significant outages, we provide a written post-incident report with a root cause analysis (RCA) and the steps taken to prevent recurrence.
Contact
Send us a message
For general enquiries and non-urgent support. For active incidents, please call us.