Support
Fault Reporting and Escalation Procedures
The logging of calls, queries and/or complaints shall be directed to the Liquid Intelligent Technologies Enterprise Service Desk using any of the following contact information:
| COUNTRY | TELEPHONE NO. |
| Botswana | +26773011575 |
| DRC | +243811023333 |
| Kenya | +254205000000 |
| +254732199000 | |
| Rwanda | +250252100100 |
| +250738566416 | |
| South Africa | +27801111636 |
| Tanzania | +255683111222 |
| Uganda | +256414562800 |
| Zimbabwe | +2638867703300 |
| support@liquidcloud.africa |
Should a call logged and not be handled to the reasonable satisfaction of the Customer, the Customer shall be entitled to direct their concerns to the Liquid Intelligent Technologies Service Management department of their local country, which is managed during Business Hours.
The Customer shall be entitled to approach an assigned Liquid Intelligent Technologies account manager if the feedback or progress on the reported issue is not satisfactory.
Liquid Intelligent Technologies shall use reasonable endeavours to provide a root cause analysis report regarding the cause of the service disruption and the preventive measures put in place in an effort to mitigate a reoccurrence thereof.
Liquid Intelligent Technologies shall use reasonable endeavours to perform the following actions and shall provide the reports (as applicable) detailed in the following table once a ticket has been raised:
FAULT MANAGEMENT AND REPORTING | TARGET TIMES |
Assignment of Customer Fault Reporting Trouble Ticket | Within 15 minutes of the notification of fault |
Root Cause Analysis Report | On Request < 10 (ten) business days |
Regular problem status update | Every 3 (three) hours |
In the event that Liquid Intelligent Technologies attends to a service fault and/or service downtime (“Fault”) reported by the Customer and Liquid Intelligent Technologies subsequently establishes that the Fault was not due to any fault on the Liquid Intelligent Technologies Network and/or Liquid Intelligent Technologies infrastructure deployed in the delivery of the Service, Liquid Intelligent Technologies shall have the right to charge the Customer for the time and materials and/or travel costs associated with attending to the Fault at Liquid Intelligent Technologies’ current standard rates and charges at the time of the incident.
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