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