The goal as a company is to have customer service that
    is not just the best, but legendary
- Sam Walton

Our Support System Facilities

ZANLINK offers extended technical support for our esteemed clients during and after office hours as well as during holidays. This is to ensure our clients are able to get technical assistance even when our offices are closed. . Our response time is very small to attend to problems and we have a trouble ticket system, which ensures that when a client calls to report a problem it gets recorded and attended to, as quickly as possible.

In order to ensure a wider support for our esteemed clients we have the following support facilities:

• Telephone technical support system. Clients with any technical problems related to our services can call our direct customer service line on 2237480 and will get a Customer Service Engineer to tend to their problems.

• Online chat support available where you can chat with our customer care engineers on the below live chat facilities

o             zanlinksupport@live.com

o             s.zanlink@yahoo.com

• E mail technical assistance. You can write and inquire about Internet related issues, problems etc on our Support account at support@zanlink.com. Our responsive and efficient support team will answer to your e mails at the fastest possible time.

• A complete troubleshooting guide available for various common internet related problems on our website.

During office hours, if you encounter any problem related to our services you can call our call center helpline at 2237480 which is available from 8:00a.m. to 5.00p.m., during weekdays and 8:00a.m. to 1:00p.m., during Saturdays, which are our official working hours.

After the office hours and during public holidays we offer support on our Emergency helpline on 0777 477 777. This number is for emergency purpose only where the regular office help line cannot be reached. This number is available:

• Everyday from Monday to Fridays between 6:00 a.m. to 8:00 a.m. and again between 5:00p.m and 9:00p.m.
• Saturdays 6:00 a.m. to 8:00 a.m. and again between 1:00p.m and 6:00 p.m.
• Sundays and other public holidays between 8:00a.m and 6:00p.m.

The technical support flow works as follows:

• When you call to report a problem, a Trouble Ticket will be assigned to your problem and our customer service engineer will assist to troubleshoot your problem over the telephone. Most of the times problems are very small and solving them over the phone can help to minimize response time and get the problems resolved faster.

• If the problem requires our engineer to visit your site then a site visit will be arranged within a reasonable time period. After having resolved your problem our engineer will ask you to countersign the Trouble Ticket assigned to you to confirm that your problem is resolved.

• You will receive a call from our administration department the following day to verify if your problem has been indeed resolved to your satisfaction. This is part of our Customer Relationship Management System.

• If the problem is resolved to your satisfaction then the trouble ticket is closed. If not then the trouble ticket is re-opened and is dealt with until it is resolved.

Our online database posts all problem status twice a day to all our key staff and management. The database is analysed every end of the business day to check the status of the problems that have remained open or are on monitoring. All such problems are given utmost priority to be solved at the beginning of the next business day.

We do a weekly analysis of all trouble tickets and customer concerns in order to prevent problem recurrence and put measures to minimise them. We value our Customer comments on improving our service standards and make visible efforts to implement them.

ZANLINK has positioned itself to provide support and solve most of the technical problems online (over telephone and e mail). With our remote monitoring systems such as Network Operation Centre (NOC) and capable customer service engineers ZANLINK can solve most problems online. ZANLINK online support is FREE of charge.

However if clients insist ZANLINK to visit them for problems that could have been solved online, or to solve problems that are not related to it’s services then ZANLINK shall charge such visits to the clients.

ZANLINK urges customers to cooperate with ZANLINK customer service engineers to have such problems solved online. Solving problems online is much faster and cost free. Scheduling unnecessary site visits can take longer to attend and solve a problem and can be costly as well. Customers are also encouraged to call our call centre line on 2237480 so that their Trouble Tickets can be recorded instead of calling our Engineers directly on their private cell phones which sometimes leads to problems taking too long to be solved and not being recorded.