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    WBU Service Reporting and Escalation Guide 2019

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    nic
    This 3 sentence summary provides the high level information about the MTN TES South Africa Service Reporting and Escalation Guide 2019 document: The document outlines the contact details and escalation process for MTN's wholesale business support in South Africa, including the support email address, support center phone number, names and contact information for the assurance supervisor, assurance manager, and senior manager levels of escalation, and recommended turnaround times for each escalation level.

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    WBU Service Reporting and Escalation Guide 2019

    Uploaded by

    nic
    83 views2 pages
    This 3 sentence summary provides the high level information about the MTN TES South Africa Service Reporting and Escalation Guide 2019 document: The document outlines the contact details and escalation process for MTN's wholesale business support in South Africa, including the support email address, support center phone number, names and contact information for the assurance supervisor, assurance manager, and senior manager levels of escalation, and recommended turnaround times for each escalation level.

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    This 3 sentence summary provides the high level information about the MTN TES South Africa Service Reporting and Escalation Guide 2019 document: The document outlines the contact details and escalation process for MTN's wholesale business support in South Africa, including the support email address, support center phone number, names and contact information for the assurance supervisor, assurance manager, and senior manager levels of escalation, and recommended turnaround times for each escalation level.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    83 views2 pages

    WBU Service Reporting and Escalation Guide 2019

    Uploaded by

    nic
    This 3 sentence summary provides the high level information about the MTN TES South Africa Service Reporting and Escalation Guide 2019 document: The document outlines the contact details and escalation process for MTN's wholesale business support in South Africa, including the support email address, support center phone number, names and contact information for the assurance supervisor, assurance manager, and senior manager levels of escalation, and recommended turnaround times for each escalation level.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    Wholesale Business

    MTN TES South Africa Service Reporting and Escalation Guide 2019

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    Technology excellence
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    WBU Service Reporting and Escalations Guide

    Support E-mail Address: [email protected]


    Support Centre (7am – 10pm): 083 123 0000
    Please Note:
    Contact E-mail
    Level Designation Name
    Number Address • Ensure the following lines of escalations are followed
    for prompt responses and that you have a valid Incident
    After Hours Duty Manager: 087 740 0139 Ticket Number.
    • Allow for a reasonable time frame to pass from initial
    request logged before escalating a ticket.
    Level 1 – Escalation • When contacting any of the above escalation points,
    please do not call from a ‘Private Number’ as MTN
    Business will not be able to return your call promptly
    L1 Assurance Supervisor Nomali Baholo 087 740 0308 [email protected]
    with respective updates or feedback.

    Level 2 - Escalation
    Turnaround times
    L2 Assurance Manager Soften Motlogelwa 087 740 0278 [email protected]
    Level 1 escalation after 2 hours
    Level 2 escalation after 3 hours
    Level 3 - Escalation Level 3 escalation after 4 hours

    L3 Senior Manager Kenny Maphate 087 740 0244 [email protected]

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