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 |
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Support issues:NOC First level Support |
Sales issues:Account Managers |
Billing issues:Billing Administrator |
ESCALATION LEVEL 2: 1hrSupport issues: NOC Supervisor | 0778818958 | peter.alefa@dandemutande.co.zw ESCALATION LEVEL 3: 2hrs – 4hrs |
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Support issues:NOC Manager |
Sales issues:Sales Supervisor |
Billing issues:Financial Accountant |
ESCALATION LEVEL 4: 6hrs |
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Support issues:Chief Technical Officer |
Sales issues:Head Sales |
Billing issues:Financial Controller |
ESCALATION LEVEL 5: 12hrsChief Executive Officer : Never Ncube | 0712413189 | Never.ncube@dandemutande.co.zw |
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