Hi there :)
When you first contact Afrihost, and a consultant has proceeded to go through the online Trouble-shooting of your DSL connection through Client Zone Level 1 of the Fault Escalation Matrix, as this may facilitate an actual fault logged on our systems via Telkom's fault logging process.
What this means, is according to Telkom/ OpenServe's Service Level Agreement; we as your ISP will only have the ability to escalate this to Level 2 after 50 hours of inactivity on this Fault.
Level 3 will only be permitted once there is no Telkom contact for 75 hours after the Level 2 Escalation was submitted.
Level 4 is no response is received after 100 hours since Level 2 was escalated.
Level 5, is the final level of escalation where we take it up via our Operational Manager to Telkom's Operational Manager for resolve.
So the above is all the steps available to all Internet Service Providers in the event they are managing your DSL line for you :)
If you still need support, or you have questions, please see below ways to contact us.
Support via Phone
Want to talk to someone over the Phone?
No Problem! We gladly assist our clients telephonically during the hours outlined below.
011 612 7200
Mon‑Fri 07:00-20:00 / Sat-Sun 09:00-15:00
24/7 Call‑Back Support
Want us to call you? SMS us anytime, 24/7 and we'll call you back as soon as one of our Legendary Support Agents are available.
SMS "Help" to 32541
* SMS charged at R1.50. Free SMSes do not apply.
Hope the above will help us to help you :)