Customer Support

Support

Helpdesk

      1. The NITEL helpdesk is available 08:00 to 17:00 from Mondays to Fridays and from 08:00 to 12:00 on Saturdays and public holidays on telephone number 01 820 060.

      2. Telephonic support is available after these hours in case of emergency. Contact numbers for personnel on standby are sent to clients on a weekly basis.

      3. All issues are to be logged through the Helpdesk during office hours. Calls for support not logged through the official helpdesk will not be attended to by NITEL engineers, except in cases of emergency.

      4. NITEL values the information obtained from the reports and statistics generated by helpdesk to improve service levels and ensure timely responses and tracking. These reports are also forwarded to the client.

 

 

On-Site Support

      1. NITEL support is available 24hrs

      2. NITEL first line support entails personnel troubleshooting issues from the NITEL Central Support Centres.

      3. Second line support entails the displacement of an engineer to the affected site to effect on-site repairs, immediately upon establishment of the inability to execute repairs remotely.

      4.  On-site support will be given to all NITEL equipment and excludes any equipment supplied and installed by any third party.

Monitoring

      1. The proposed networks will constantly be monitored and traffic reports shall be generated and sent to customers on Monthly basis. This provides basis for evaluation of performance of the network against prescribed standards.

      2. NITEL makes use of network monitoring tools to ensure proactive management of all links and equipment on a continuous basis.

      3. To ensure ease of monitoring uptimes NITEL grants customers access rights to its network monitoring platform for real time uptime reports. The tool has the capability to provide daily, weekly and monthly reports detailing bandwidth usage for downloads and uploads to and from clients office. The measuring tool should have the capability to store the usage history data so that usage trends can be analyzed whenever needed.

Security

      1. Security is enforced through the use of industry standard security mechanisms, protocols and encryption techniques deployed on the connectivity.

      2. NITEL will be responsible for the setup and maintenance of a secure environment.

 

 

 

  • Head Office:Old Reserve Bank Building,
    PO Box 384,
    Blantyre, Malawi
  • Lilongwe Branch:Area 43, Off M1 Road, 
    Lilongwe, Malawi
  • Mzuzu Office:Kentam House,
    Mzuzu, Malawi

 

 

  • Email:
    info@nitel.mw
  • Telephone:+265 1 820 414/822 444  - Blantyre
    +265 99 297 6034 - Lilongwe
    +265 1 311 255 - Mzuzu