Escalation Procedure
Should you have a post-installation outage or service impairment after service has been delivered, our Support Team is here to help you 24/7/365. All you have to do is make a phone call or send an email to our Customer Support Team on the numbers or email address given under the Key Contacts section above. In the event that you receive less than satisfactory service, please escalate to higher levels after given time frames as shown in our matrix here:
| Support Level | Contact Person | Contact Numbers | Location | Email address | Elapsed Time to Escalate: Trigger Time. |
| 1st level | Support Agent | 08677020250 0731760004 (WhatsApp only) |
Harare | help@utande.co.zw | |
| 08677020251 | Bulawayo | ||||
| 020-600 81 /91 | Mutare | ||||
| 2nd level | Support Supervisor | 0772676122 | supervisor@utande.co.zw | 8 hours | |
| 3rd level | Operations Manager | 0734177442 | ops@utande.co.zw | 24 hours | |
| 4th level | General Manager | 0712613377 | gm@utande.co.zw | 48 hours |