Help Desk

Your level II support

See frequently asked questions

A professional call center is available for all of our customers. Complaints management is organized at 3 levels.

Level 1 is operational upon receipt of a call or e-mail from a customer. The first support is online, with an operator trying to solve the problem remotely. A ticket is automatically opened in the OTRS tool in order to track the processing time of each complaint. For each open ticket whose deadline exceeds the required standard, an escalation is made to General Management.

Level 2 is the intervention of technical field teams. This is done when online support cannot solve the problem reported by the customer.

Level 3 is carried out in extreme cases. When all of the interventions do not bring satisfactory results, the Technical Department studies new ways of offering service to the customer. Global Broadband Solution does not hesitate to invest in solutions that are always at the cutting edge of technology to satisfy you.

To guarantee our proactivity at all levels of technical bodies, a network performance report is sent daily to the Technical Department and the Customer Department with all the elements on network performance.

Each week, a consolidated report is presented to the Management Committee with a view to reviewing customer satisfaction objectives.

Whenever there is a failure on our network, all those involved in the chain of command and execution are automatically alerted by SMS and email. This provision makes response times much shorter on one or another part of our telecommunications infrastructure

Do you have a question?

Requests can be addressed via email

or by phone

+243 808 808 800

Work timetable

  • Monday - Friday
    8h – 16h30

  • Saturday
    8h30 – 12h30

  • Sunday
    10h – 16h

"Our team turned to Global Broadband Solution to solve our telecom issues and it was a real pleasure. Now that we're all there, we can never look back."

Peter Deneyer @Sotrad

What companies that have worked with GBS think

Many of the largest corporations in the world and Africa are already working with Global Broadband Solution to help them do their job and meet their telecommunication needs.

Work with GBS to sync your remote teams around the world.

Work with GBS to document your show acquisition processes.

Work with GBS to share your brand assets across your teams.

Work with GBS to plan your product development with engineering.

Work with GBS to share financial projections with your investors