Table of Contents |
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Channel Partner list of Supported products
Channel partner | Products Using the Second Line Channel |
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AfriConnect Country: Zambia |
Support Contact Details:
Role | Name | Contact Details | |
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Second Line Support | Misozi Angela Masotomela | Email: Misozi.Masotomela@vodacom.com Mobile: +260 97 3644980 / +260 971658260 | AfriConnect Support Contacts |
Lead Contact | Jimmy MuchimbaEmail:Jimmy.Muchimba@vodacom.com Mobile: +260 97 5285084 | AfriConnect Support Contacts | |
Channel Partner_AfriConnect | A channel partner is a company that partners with a manufacturer or producer to market and sell the manufacturer's products, services, or technologies. | ||
Issues Handled by Second Line Support | All faulty device and Sim related issues (Also explained on Support Procedures and Levels) | ||
Africonnect Data Management Escalation Process |
Issues handled by AfriConnect
The Following Items will be handled by the Second Line support Members:
Mobile Application Related Issues | Web Portal Related Issues |
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Faulty Mobile device troubleshoot | Faulty Device troubleshoot |
Check if Mobile data is active and working | Ensure devices are able to connect to Internet |
Simswaps & Rica process | Troubleshoot Web-portal setup |
Device and Sim Blacklisting/ Unblocking | Internet Bundles Check |
WASP services Checks and removal | APN Checks and blocking |
Signal strength Investigations if User struggle getting signals on regular basis | Signal Strength Investigations if Internet Provider signals are faulty |
Device Reboot in Order to reset faulty or freezing application | Escalation to Third line Support |
Frequent Ask Questions
Question | Answer | |
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1. | How long does it take to resolve a data being depleted query? | 24 hours because the Africonnect Team have to communicate the issue with Airtel or MTN to investigate on their side and to reload data for the user. They will keep the client informed until the data has been loaded on their devices. |
2. | What to do when my data are depleted? | Inform the Africonnect team via Whatsapp/ email or mobile. Angela/Misosi handles all Data queries Jimmy will assist with technical issues |
3. | What to do when my device is broken/ Stolen? | Follow the steps to log a broken or stolen device:
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4. | What do I do when my network is down? |
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5. | How do I get a new sim card when my sim card is lost or stolen? | Follow the steps to log a broken or stolen device:
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6. | How do I check my Data balance? | Data Airtel *575# |
7. | How do I check if my APN are setup correctly? |
Please find Apn Settings: /wiki/spaces/SUP/pages/6652258 Africonnect team will be able to setup the APN when needed but this is setup before the user received their devices. |
8. | Is there a possibility of putting data on automatic recharge when it is depleted? | Data Packages are already automated and only needs reload if a User ran out of data due to high usage. |