Our Service Delivery

Published: July 8, 2022 at 11:29 AM | Last Updated: May 26, 2025 at 8:13 AM

OUR PROMISE TO YOU

We are committed to providing a worry-free, digital-first experience that is transparent, requires you to ask only once for service, and is supported by an always-on network.

WE PROMISE TO:

Provide you with superior products that are friendly and easy to use.
Be transparent in our offerings with no hidden costs.
Deliver simple & effective services because you are at the heart of our business.
Ensure that we continuously improve our processes for YOU.
Reward you for staying with us.
Empower you with simple and personalized self-service options.
Make it simple and easy for you to access our services.
Maintain confidentiality by always upholding your privacy.
Support you every step of the way by listening and acting on your views, suggestions, and feedback.
Acknowledge your requests for further technical intervention and provide resolution time as follows.

SERVICE RESOLUTION TIMES

SERVICES	RESOLUTION TIME
Voice Services	24 Hours
Data Services	24 to 48 Hours
Value Added Services (SKIZA, Bonga, App etc.)	6 to 72 Hours
SIM Card	6 to 72 Hours
Billing Services	24 to 48 Hours
Financial Services (M-PESA, Fuliza etc.)	12 to 168 Hours
*Fixed Data	2 to 120 Hours
*Network	48 to 120 Hours
Enterprise Business	24 to 120 Hours