Support
Getting help
Choose the route that matches what you need. Each one reaches a person, and each one states how long it takes.
Routes
Six doors, and the right one is rarely the switchboard
A general enquiry that reaches the wrong desk is answered late, whatever the intention of the person who receives it.
- A service you already useUse the support channel in your contract — it reaches the team that operates your service and it is the only route with an agreed response time.Contact us
- A new requirementTell the group what you are trying to build. An engineer answers, and says plainly if the group is not the right partner.Contact us
- A security vulnerabilityReport it under the vulnerability disclosure policy, which sets out what is authorised and what the group commits to.Read more
- Your personal dataRights of access, rectification, erasure, portability and objection, handled under the privacy policy.Read more
- A barrier on this siteSay what you were trying to do and what happened. Acknowledgement within five working days, with an alternative route to the service in the same reply.Read more
- WrongdoingReport it under the speaking-up policy, which protects your identity and forbids retaliation.Read more
Availability
When the group answers
Contracted services carry the response times agreed in the contract, around the clock where that is what was agreed. Everything on this page is answered in group business hours, from the headquarters time zone.
If you are not getting an answer
Escalate in writing to the group secretariat, stating what you sent, when, and to whom. An enquiry that has gone unanswered is treated as a defect in the group’s own process, not as your problem to chase.
Contact
- Visit us157, avenue du Livre, Kinshasa – Gombe, RDC
- Call us+243 892 844 000