New links without the need for communication masts are achieved within 3-working days after receipt of award letter.
We have four escalation paths thus:
1st level complaint should be made to any of the service management personnel, who will liaise directly with the engineers at each POP with resolution directives and keep fault tracking record within the hour. They are reachable 24 Hours, 7 days a week via Email, Telephone, our Social Media Channels and the Live Chat Tool on this website
2nd level fault calls are to be directed to Head Service Management (customer care coordinator) who shall follow through the fault resolution process that has lingered for more than 1 hour.
3rd level fault calls are to be directed to the Chief Technology Officer.
4th level, (which is rarely required), is directed to the Managing Director/CEO.