Wholesale Business

MTN TES South Africa Service Reporting and Escalation Guide 2019

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 WBU Service Reporting and Escalations Guide

Support E-mail Address: wholesaleza@mtnbusiness.com

Support Centre (7am – 10pm): 083 123 0000
Please Note:
Contact E-mail
Level Designation Name
Number Address • Ensure the following lines of escalations are followed
for prompt responses and that you have a valid Incident
After Hours Duty Manager: 087 740 0139 Ticket Number.
• Allow for a reasonable time frame to pass from initial
request logged before escalating a ticket.
Level 1 – Escalation • When contacting any of the above escalation points,
please do not call from a ‘Private Number’ as MTN
Business will not be able to return your call promptly
L1 Assurance Supervisor Nomali Baholo 087 740 0308 Nomali.Baholo@mtn.com
with respective updates or feedback.

Level 2 - Escalation
Turnaround times
L2 Assurance Manager Soften Motlogelwa 087 740 0278 Soften.Motlogelwa@mtn.com
Level 1 escalation after 2 hours
Level 2 escalation after 3 hours
Level 3 - Escalation Level 3 escalation after 4 hours

L3 Senior Manager Kenny Maphate 087 740 0244 Kenny.Maphate@mtn.com

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