ESCALATION MATRIX

MANAGEMENT

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

E-mail: support@intersat.ae

Skype: intersatsupport

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: +254 730 100 108

Skype: intersatsupport

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

3) Service Delivery Manager Cell: +254 730 100 107 Further trouble shooting / fault action will be determined after internal consultations and verifications of the issues affecting the Link based on Level 1 and 2 interim reports.