fbpx

SUPPORT AND ESCALATION PROCEDURE

Should you have a post-installation outage or service impairment after service has been delivered, our Support
Team is here to help you 24/7/365. All you have to do is make a phone call or send an email to our Customer
Support Team on the numbers or email address given under the Key Contacts section above.

In the event that you receive less than satisfactory service, please escalate to higher levels after given time frames as  per below matrix:

New Telephone Number

ESCALATION LEVEL 1: 0 – 1hr

Support issues:

NOC First level Support
noc@dandemutande.co.zw
08688 000 005
0731 760 004(WhatsApp only)

Sales issues:

Account Managers
sales@dandemutande.co.zw
08677 020 250

Billing issues:

Billing Administrator
accounts@dandemutande.co.zw
08677 020 250

ESCALATION LEVEL 2: 1hr

Support issues: NOC Supervisor | 0778818958 | peter.alefa@dandemutande.co.zw

ESCALATION LEVEL 3: 2hrs – 4hrs

Support issues:

NOC Manager
0731528328
martin.muzadzi@dandemutande.co.zw

Sales issues:

Sales Supervisor
0732 671 099
yvonne.chiangwa@dandemutande.co.zw

Billing issues:

Financial Accountant
0712 647 394
tafirenyika.kuimba@dandemutande.co.zw

ESCALATION LEVEL 4: 6hrs

Support issues:

Chief Technical Officer
0772125101
douglas.chitongo@dandemutande.co.zw

Sales issues:

Head Sales
0772380929
lorraine.nyahwa@dandemutande.co.zw

Billing issues:

Financial Controller
0732594735
stanford.Chabaya@dandemutande.co.zw

ESCALATION LEVEL 5: 12hrs

Chief Executive Officer : Never Ncube | 0712413189 | Never.ncube@dandemutande.co.zw

close-icon