1. The central hub of Vox Telecom’s Advanced SLA customer’s is the Premium Desk located at the Vox
Telecom Service Desk. A focal point for customer interaction and maintenance, our primary function is to
ensure quick resolution and restoration of customer queries, questions and incidents. Our effectiveness
and value are measured in terms of customer feedback while success of our innovative products and
services measured in terms of stability, quality and customer experience.
Providing a service through collaboration and teamwork, strong emphasis on ownership and
accountability while continually raising the standard is daily focus. In conjunction with our customers we
will endeavour to understand their core business so that it will be understood how any service disruption
affects the client. This will ensure that we categorize the severity of any disruptions appropriately so that
it will be dealt with accordingly.
Our Network Operations Centre’s proactive approach to monitoring and testing networks and
infrastructure, to insure that quality of service is maintained and service disruptions are kept to
minimum setting us apart from other industry players. With an additional objective protecting our
customers’ investments, our business philosophy is to approach every task with passion while
maintaining a transparent and honest relationship with customers.
The Premium Desk operates during normal office hours. With assistance from the VTSC and Premium
Desk standby there is 24 hours a day, 7 days a week, 365 days a year available assistance.
Normal office hours are defined as 07h00 to 17h00 (GMT+2), excluding weekends and South African
Public Holidays.
We are located at:
No. 9 Pieter Street, Highveld Techno Park, Centurion, Pretoria
Vox Telecom
Service Centre Support
Premium
Support
+27 (0)87 805 0507
premiumsupport@voxtelecom.co.za
Hours and location

2. When requiring any support related to Vox Telecom Products a service request must be logged to ensure
efficient turnaround times so tracking and escalation can be fulfilled. All incidents and service requests
are assigned a unique reference number e.g. VSR-826481. This can be done by sending an email to
premiumsupport@voxtelecom.co.za.
This reference number should be quoted when querying the status of the incident and service request.
Tracking and follow up of your request should be requested either telephonically or via the customer
specific distribution list at Vox Telecom, example: CustomerABC@voxtelecom.co.za
Service Request
A service request is used as a generic description for varying types of request from users made to the
service desk. Many of these service requests are in fact small changes – low risk, frequently occurring,
low cost, etc. Examples of service requests include a request for additional mailboxes; change to DNS,
Natting, request for usage or perhaps just a question requiring information.
It is preferred that all requests for new service, changes or information, is sent to
premiumsupport@voxtelecom.co.za by an approved technical contact and not called through.
Note: Customers will be advised to communicate their request in writing to the abovementioned
address.
What does the service desk need from me?
When you contact the Service Desk by phone or email it would be preferred that you supply the
following information to verify your company profile and services:
 Physical location of the occurrence / What branch is affected
 A detailed fault description
 An indication of the number of users affected
 An indication of the impact
Any additional diagnostic information available in the form of screen dumps, files, and trace routes
should be provided.
Notifications of service interruptions
Our Monitoring and Network Operations Centre maintains a proactive approach to monitoring and
testing networks and infrastructure to ensure quality of service and that disruptions are kept to a
minimum. Details of planned and unplanned service interruptions are communicated to listed contacts.
Incident reports for major problems are provided within 5-6 working days of root cause identification
and resolution.
Logging and tracking of a service request

3. Site visits are scheduled in certain cases where the nature and complexity of the incident requires it, or
the Service Centre is unable to resolve the incident. The field support specialist will invest all possible
effort to resolve the incident within the shortest possible timelines, and will liaise directly with the
customer.
How can I escalate my service incident or request?
To escalate please call 087 805 0507 and request to speak to the Senior Manager.
Please see below the 1st and 2nd level of escalation:
Senior Manager:
Managed Services - Premium
Martin Botha
+27 (0)87 805 0507
+27 (0)72 605 5711
Martin.Botha@voxtelecom.co.za
Operations Manager:
Managed Services
Pierre Theron
+27 (0)87 805 0507
+27 (0)82 319 1337
Pierre.Theron@voxtelecom.co.za
talk2us@voxtelecom.co.za
Quick guide to key contact details
Logging a service request
+27 (0)87 805 0507
premiumsupport@voxtelecom.co.za
Tracking a service request
+27 (0)87 805 0507
Please use your customer specific email
address. (Ex ABC@voxtelecom.co.za)
Feedback / suggestions
talk2us@voxtelecom.co.za
Our Website
www.voxtelecom.co.za
Escalation of incident or request
Senior Manager:
Managed Services - Premium
Martin Botha
+27 (0)72 605 5711
Martin.Botha@voxtelecom.co.za
Operations Manager:
Managed Services
Pierre Theron
+27 (0) 82 319 1337
Pierre.Theron@voxtelecom.co.za
Site visit
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