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 shown in our matrix here:

Escalation Level	Time Elapsed	Support Issues	Sales Issues	Billing Issues
1	0hr	Harare help@utande.co.zw 08612000000 / 08677020250 0772154265 (WhatsApp Only) Bulawayo byonoc@utande.co.zw 08612003000 / 08677020251 0292-2647 59/69 Mutare mutare@utande.co.zw 08612005000 / 02020 60081/91 Kwekwe kwekwe@utande.co.zw 08612006000	Account Managers sales@utande.co.zw 08612000000 / 08677020250	Finance/Billing Team accounts@utande.co.zw 08612000000 / 08677020250
2	4 hours	NOC/SOC Team Leader Peter Alefa 08612004054 / +263783732121 peter.alefa@dandemutande.co.zw	Harare Georgina Fundikwa 08612004059 / +263713775616 georgina.fundikwa@utande.co.zw Bulawayo Odiel Nkomo 08612003001 / +263712236649 odiel.nkomo@utande.co.zw Mutare Samuel Mamwadi 08612005001 / +263772520390 samuel.mamwadi@utande.co.zw Kwekwe Chipo Mandala 08612006001 / +263713775694 chipo.mandala@utande.co.zw	Management Accountant Tafirenyika Kuimba 08612004074 / +263712647394 tafirenyika.kuimba@dandemutande.co.zw
3	12 hours	Projects & Infrastructure Manager Martin Muzadzi 08612004016 / +263719384981 martin.muzadzi@dandemutande.co.zw	Head of Sales Lorraine Nyahwa 08612004008 / +263772380929 / +263712631123 lorraine.nyahwa@dandemutande.co.zw	Head of Sales Lorraine Nyahwa 08612004008 / +263772380929 / +263712631123 lorraine.nyahwa@dandemutande.co.zw
4	18hrs	Operations Manager Brenda Jeche 08612004031 / +263712635825 brenda.jeche@dandemutande.co.zw	Head of Sales Lorraine Nyahwa 08612004008 / +263772380929 / +263712631123 lorraine.nyahwa@dandemutande.co.zw	Head of Sales Lorraine Nyahwa 08612004008 / +263772380929 / +263712631123 lorraine.nyahwa@dandemutande.co.zw
5	24 hours	Chief Operating Officer Ignatius Mpando 08612004007 / +263712613377 Ignatius.mpando@dandemutande.co.zw
6	48 hours	Chief Executive Officer Never Ncube 08612004001 / +263712413189 never.ncube@dandemutande.co.zw

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