Thank you for choosing InterSAT Communication Services FZCO as your preferred satellite solutions provider. InterSAT has invested heavily in state-of-the-art satellite technology and continuous training of its technical support team.

This investment has enhanced our leading position in providing satellite solutions to corporations, governments and humanitarian agencies in over 46 African countries.

As our customer, you can be assured of our unrivaled technical support 24x7x365. At the InterSAT Network Operations Centre, our intelligent network monitors all customers and alerts the engineers of any problem that the customer may be experiencing. This allows us to proactively manage the customers before they call the support centre.

The Customer Support Escalation Matrix is followed in the order below.

TIME FRAME	ESCALATION LEVEL	DESIGNATION	CONTACT
IMMEDIATE	L1 Support	Customer Support Technical Team	Direct: +254 730 100 100 / +254 730 100 000 Cell: +254 720 621 621 E-mail: support@intersat.ae Skype: intersatsupport WhatsApp: +254 720 621 621 Contact for South Sudan Tel: +211 927 309 309 Tel: +211 924 446 899

Resolution time frames are relayed back to the customer after diagnosis of the problem. Escalation to Level two Support is done if the time frame exceeds two hours when further consultation is required.

Our team will be in touch and update on fault resolution time. If resolution updates are NOT relayed within 60 minutes from time of initial contact with support, escalation is done to the NOC Manager.

TIME FRAME	ESCALATION LEVEL	DESIGNATION	CONTACT
2-3 Hours	L2 Support	NOC Manager	Anthony Gathitu Office: +254 730 100 107 Cell: +254 722 843356
After 12 Hours	L3 Support	CTO	Subrata Roy Office: +254 730 100 105 Cell: +254 733 500065