Managed Network Support

How can we help?

N4L’s dedicated support teams offer expert advice and assistance to help schools get the best out of their Managed Network connection. Wherever possible, we want to make things easier for staff and students so they can focus on what’s important – teaching and learning.

Our Support Hub gives you the ability to find solutions to Managed Network problems, ask questions and share knowledge with other members of the Support Hub community. You can live chat with the Helpdesk team, easily log or track a case, and access helpful articles that share N4L knowledge.

There’s also an FAQs section, which may help answer some of your questions.

You can access the Support Hub here.

Can’t find what you’re looking for or need to talk to us?

Here at N4L we understand that finding time during the school day to call and log a support request can often be difficult. To make it easier for you, N4L’s Helpdesk is available before and after the school day (as well as during) so you can contact us when it’s most convenient.

N4L’s helpdesk team exclusively supports N4L’s services and the schools using them. They have a solid understanding of the education system and use the same tools and systems being used at schools. They’re also handily located in our Auckland head office so in the event a support enquiry needs to be escalated to another team within N4L, they’re only metres away from the people with the answers!

With access to real-time monitoring and information about the setup of your connection, our team is well equipped to support your school. If you lose connectivity, or supporting services aren’t performing as they should, the Helpdesk can use the information available to them to find out why and get it resolved as fast as possible.

You can call 0800 LEARNING Monday to Friday, 8am to 5pm or email support@n4l.co.nz to contact the team.

Transition Support

The process of moving to the Managed Network involves two major pieces of work: first we need to connect your school, and then your internal network will be moved over to the Managed Network so you can start using your new connection.

Shortly after a school signs an agreement to start using the N4L Managed Network they will be contacted by an N4L Provisioning Coordinator, who will be the central point of contact throughout the process. They’ll manage the transition, coordinating all parties involved and helping tailor the school’s connection to ensure their individual needs are met.

To ensure a seamless transition, schools are informed of what to expect at each step of the transition and downtime is kept to a minimum so schools have only a short period of time without internet connectivity.