We want to provide the best possible customer service & support. If you feel like this hasn’t been achieved, please be sure you are familiar with how we prioritise queries as well as our escalation and complaints procedure.
- Logging a Service Query
1.1. A service request must please first be logged via our helpdesk before it can be escalated. To log a request an email must be sent to the relevant department using the form below:
1.2. In instances when you are unable to email us, please call us on 0860 522 832 / 021 007 0929 and ask a representative to log a ticket on your behalf.
In each of the above steps you should receive a unique ticket number. Please quote this ticket number when following up on your query.
2.1. You must please have a ticket number in order to escalate a query. If a ticket has not been logged prior to the escalation, and no ticket number is quoted, then the escalation will be considered invalid as it is deemed that the first step in escalation has not been followed.
2.2. The escalated query must be submitted by email (Unless you are unable to in which case a call will be accepted) and contain the following:
- Subject of the email:
- The ticket number the escalation is related to
- g. Escalation #8178
- Body of the email:
- Your name & surname
- Ticket number related to the problem at hand
- Contact number
- Brief description of what gave rise to your need to escalate the query
- Any accompanying / supporting material you may have to aid us in both investigating and resolving the problem
2.3. We will acknowledge receipt of your submission. We will then provide feedback (if not resolved) within one business day and aim to resolve the matter within three business days. In the event that your query may require longer to reach final resolution, we will communicate this result within the specified three working days.
2.4. Only once the above steps have been followed or you feel that we have not adequately addressed the matter, may the query be escalated further. This is possible by means of an email to support(at)kabtech.co.za please include all the information prescribed in section 2.2. as well as your account of what transpired since escalating your query initially.
2.5. We will acknowledge receipt of your email and provide initial feedback within one business day. This feedback will contain information about how we are setting out to resolve your query. We aim to fully resolve items escalated to this step within 7 working days. In the event that your query may require longer to reach final resolution, we will communicate this result within the specified seven working days.