When a SIM is managed through SIMcontrol, you get access to a specialist technical support team. This means that you don't need to use standard mobile network call centres as 1st line support.
We have more than 15 years of SIM management experience in various African countries.
Technical Support Guide
Channel | Incident Type |
24/7/365 Monitoring of key infrastructure by SIMcontrol SRE team - Online Help Desk with Knowledge Base and trouble-shooting guides | |
Support Desk - Via email (support@flickswitch.co.za) Mon-Fri: 08h00 to 17h00 (GMT+2). - Via telephone (087 943 7222 or +27 21 201 1494 from outside South Africa). Mon-Fri: 08h00 to 17h00 (GMT+2). | P1, P2, P3 |
Support Desk (After Hours) - Critical Incident Team - Via email (support@flickswitch.co.za) | P1, P2 Only |
After-Hours Critical Incident Response - Via telephone (Number provided with Gold Support acceptance) | Optional - P1 Only |
Important: For support to be actioned, a support ticket must be generated and a ticket number received via email. To ensure fast and efficient support, please use only our official support channels listed above.
Personal email or WhatsApp numbers are not actively monitored and may result in delayed assistance.
| Incident Type | Incident Descriptions & Examples |
| P1 | Critical Impact: Service is unusable, resulting in a severe impact on connectivity across 25% or more of a SIM estate.
|
| P2 | High Impact: Service use is partially impaired, resulting in a severe impact on connectivity across only some of the SIM estate. Most SIMs remain connected.
|
| P3 | Low Impact: Service is generally usable, but assistance required
|
You can log a support query at support@flickswitch.co.za or on the Help Desk.
Also see: How do I log a support query?
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