The Customer Support Escalation Matrix is followed in the order below.
1) Level One Support
Direct: +254 730 100 100 or +254-730-100 000 opt 1
Cell: +254 720 621 621 / +254 733 621621
Support Helpdesk local Contact for South Sudan
Tel: +211 954 270 270
Tel: +211 925 270 270
Support Centre: http://support.intersatafrica.com/
They will open a follow up Ticket and carry out preliminary checks. Resolution time frames are relayed back to the customer after diagnosis of the problem. Escalation to Level 2 Support is done when time frame exceeds 30 minutes / when further consultation is required immediately.
2) Level Two Support
Cell: +254 730 100 107
They will be in touch and update on fault resolution time. If resolution updates are NOT relayed in 1 Hour from time of initial contact with support, escalation is done to the Service Delivery Manager