USER GUIDE & SUPPORT
Whether a long-time customer or new to our services, we at DataCall thank you for choosing us as your preferred telco partner. With our knowledgeable and friendly staff we are always here to help give you a world-class service.
How to use your phone
How to request support
SUPPORT REQUEST CHANNELS
Telephone
010 054 6496 (8:00-17:00)
010 054 6497 (after-hours)
Customer Portal
Support tips:
Always use your ticket number or its email thread.
This allows our technicians to pinpoint your specific request and keeps your communication in the same channel - rather than creating a new request.
Log separate requests for unrelated incidents (not all together).
This helps keep track of different support requests and allows more than one technician to attend to your requests.
Please don’t contact our support staff directly (pretty please!)
Our support staff are performance measured on their ability to resolve your requests as quickly and effectively as possible. Any communication outside of the stipulated channels (direct emails, chats or mobile calls) are not monitored or tracked and these negatively affect our support teams perceived performance.
Following the support processes stipulated will ensure you have the best response and resolution times and will in turn allow our great support team to hit their performance targets.
When initiating a support request
Please provide the following information:
Summary of the request.
(E.g. unable to make external calls)Service your request pertains to.
(I.e. internet, local network, voice or application)Impact of request?
(Only me, others, company, don’t know)Location where the request is required.
(I.e. head office, branch office A, branch office B)Additional information which may assist resolution.
(E.g. issue only happens when X happens)Priority that you believe the request should have.
(Low or scheduled, normal, high or critical)
After sending your request you will receive an email informing you of your logged request, as well as your ticket reference number.
