Service And Escalation Procedure

We want to provide the best customer and electronic communications services in South Africa. If you feel like this hasn’t been achieved, please be sure you are familiar with how we prioritise queries as well as our escalation and complaints procedure.

 

1. Logging a Service Query

 

1.1. A service request must please first be logged via our helpdesk before it can be escalated. To log a request an email must be sent to the relevant department.

We have officially extended our support hours for all customers from 7 AM – 6 PM, Monday to Friday and 8 AM – 1 PM Saturday. All PBX’s are supported during standard operating hours. For extended PBX support, Service Level Agreements are available (more info).

1.2. In instances when you are unable to email us, please call us on our switchboard 087 135 0000 and ask a representative to log a ticket on your behalf.

In each of the above steps you should receive a unique ticket number. Please quote this ticket number when following up on your query.

 

2. Escalation

 

2.1. You must please have a ticket number in order to escalate a query. If a ticket has not been logged prior to the escalation, and no ticket number is quoted, then the escalation will be considered invalid as it is deemed that the first step in escalation has not been followed.

2.2. Queries should first be escalated to the relevant department manager. Being:

2.3. The escalated query must be submitted by email (Unless you are unable to in which case a call will be accepted) and contain the following:

Subject of the email:

  • The ticket number the escalation is related to
    • E.g. Escalation #SP01580639

Body of the email:

  • Your name & surname
  • Ticket number related to the problem at hand
  • Contact number
  • Brief description of what gave rise to your need to escalate the query
  • Any accompanying / supporting material you may have to aid us in both investigating and resolving the problem

2.4. We will acknowledge receipt of your submission. We will then provide feedback (if not resolution) within one business day and aim to resolve the matter within three business days. In the event that your query may require longer to reach final resolution, we will communicate this result within the specified three working days.

2.5. Only once the above steps have been followed or you feel that we have not adequately addressed the matter, may the query be escalated further. This is possible by means of an email to md@bitco.co.za please include all the information prescribed in section 2.3. as well as your account of what transpired since escalating your query initially.

2.6. We will acknowledge receipt of your email and provide initial feedback within one business day. This feedback will contain information about how we are setting out to resolve your query. We aim to fully resolve items escalated to this step within 7 working days. In the event that your query may require longer to reach final resolution, we will communicate this result within the specified seven working days.

 

3. Complaints

 

If your query relates to customer service and electronic communications services and you have not received satisfactory resolution by following the above Procedure, you can file a formal complaint by following the Complaints Procedure.

We request that all complaints are limited to customer service and electronic communications services only for the purpose of keeping this channel uncluttered and devoid of unnecessary time delays. This channel is also used for reporting to the Independent Communications Authority of South Africa (ICASA) and abuse of the channel may result in your being blocked from being able to reach this channel in future.