AfriConnect (Device and Sim related Issues)

Channel Partner list of Supported products

Channel partner

Products Using the Second Line Channel

AfriConnect

Country: Zambia

Support Contact Details:

Role	Name	Contact Details
Second Line Support	Misozi Angela Masotomela	AfriConnect Support Contacts
Lead Contact	Jimmy Muchimba	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		Draft Process - AfCZ Mezzanine Projects July 2019 v5 - Final.pdf

Issues handled by AfriConnect

The Following Items will be handled by the Second Line support Members:

Mobile Application Related Issues	Web Portal Related Issues
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
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: Ideally send the police report to AfriConnect if device has been stolen or just inform the team when a device is broken Africonnect will work with the client directly by following the internal process they agreed upon and when everything is in place they will replace the device for the user
4.	What do I do when my network is down?	Report all Network Issues to Africonnect They still require the 24 hour solution time window because the issue will need to be investigated by the Network carrier. The AfriConnect team will communicate all further instructions and updates to the user who experience Network challenges
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: Ideally send the police report to AfriConnect if the sim card has been stolen or just inform the team when the sim card seems faulty. Africonnect will work with the client directly by following the internal process they agreed upon and when everything is in place they will replace the sim card for the user AfriConnect will courier the new sim card to the user
6.	How do I check my Data balance?	Data Airtel 575# Data MTN* *114# Data Zamtel
7.	How do I check if my APN are setup correctly?	Go to settings Click on 'Mobile networks' Click on 'Access Point Names' 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.