Fault Reporting Procedure

During office hours contact the Inconet offices and ask to be directed to the technical support division. Address your concern to the allocated support technician. Ask for a Job Ticket to be opened.

During the specified after-hours support schedule, contact the Inconet after-hours support service numbers. You may need to try more than once to achieve a successful fault reporting as the support lines are limited at late hours.

Out of the specified support hours, send an sms or Whatsapp® to the After-Hours support service numbers. Same day response may depend on availabilty, severity and is purely best effort. There are no guarrantees of response to fault reports during such periods.

Fault response periods shall be as per the Standard Package specified schedules.

Depending on your fault, a call-out may be required and suggested by our support office. After-Hours callouts are charged at double the normal rate. You are entitled to accept or decline any call-out. To cancel a call-out request, a 2-hour notice is required.

Once your matter is resolved, you should receive a follow up call two work-days later. This is to maintain that the fault is definitely resolved and the fault ticket may be closed.

Should you not be satisfied by the Inconet technical support office and technical team services, including relevant services provided by sub-contracted parties, then address your concern to management.

Management may be contacted either directly via voice calls or alternatively via sms, Whatsapp® and email. Email reponse though is best effort during after-hours. Email should be used for non-urgent matters.

Should you not be satisfied with the solution provided by the management, then request to be provided with the appropriate contact details of the relevant ICASA personnel in charge of arbitration and conflict resolution. Inconet shall accordingly adhere to the ICASA decision.

During office hours contact the Inconet offices and ask to be directed to the technical support division. Address your concern to the allocated support technician. Ask for a Job Ticket to be opened.

During the specified after-hours support schedule, contact the Inconet after-hours support service numbers. You may need to try more than once to achieve a successful fault reporting as the support lines are limited at late hours.

Out of the specified support hours, send an sms or Whatsapp® to the After-Hours support service numbers. Same day response may depend on availabilty, severity and is purely best effort. There are no guarrantees of response to fault reports during such periods.

Fault response periods shall be as per the Premium Package specified schedules.

Depending on your fault, a call-out may be required and suggested by our support office. After-Hours callouts are charged at double the normal rate. You are entitled to accept or decline any call-out. To cancel a call-out request, a 2-hour notice is required.

Once your matter is resolved, you should receive a follow up call two work-days later. This is to maintain that the fault is definitely resolved and the fault ticket may be closed.

Should you not be satisfied by the Inconet technical support office and technical team services, including relevant services provided by sub-contracted parties, then address your concern to management.

Management may be contacted either directly via voice calls or alternatively via sms, Whatsapp® and email. Email reponse though is best effort during after-hours. Email should be used for non-urgent matters.

Should you not be satisfied with the solution provided by the management, then request to be provided with the appropriate contact details of the relevant ICASA personnel in charge of arbitration and conflict resolution. Inconet shall accordingly adhere to the ICASA decision.