24/7 Emergency Call-Out Policy

Coverage Area: Lusaka City Only
Active Hours: 17:00 – 08:00 Daily (including weekends & public holidays)

🛠 Emergency Services Covered

  • Generators:
    • AMF panel faults
    • Fuel system issues
    • Start failures
  • UPS Systems:
    • Battery faults
    • Inverter bypass issues
    • Load transfer problems
  • Electrical Faults:
    • Distribution board (DB) tripping
    • Earth leakage
    • Phase imbalance
    • Surge protection failures

📞 Step-by-Step Night Emergency Call-Out Procedure

  1. 1 Call the Emergency Line:
    • 24/7
  2. 2 Provide Identification:
    • Full name
    • Company name or client code
    • Exact fault location (within Lusaka city limits)
  3. 3 Submit Photo Evidence:
    • Send at least four clear photos via WhatsApp WhatsApp0777 897 771
      • Wide shot of the faulty equipment
      • Close-up of fault indicators or damage
      • Site access point
      • Any visible hazards or environmental concerns
  4. 4 Confirm Access & Escort:
    • Ensure technician access is available
    • Arrange a security escort if required
    • Note: Keystone may delay or cancel dispatch if safety is compromised
  5. 5 Verification & Dispatch(Existing customers):
    • Caller must quote site reference ID or contract number
    • Unknown contacts will be verified with the registered site manager
    • Once verified, dispatch is confirmed via SMS/email with ETA and technician name
  6. 6 On-Site Protocol:
    • Technician logs arrival and departure times
    • Follows PPE and ZS 418 / BS 7671 compliance
    • Documents fault diagnosis, actions taken, and recommendations
  7. 7 Post-Service Documentation:
    • Client receives a digital service report (fault summary, resolution steps, and compliance notes)
    • Signature or digital acknowledgment required from site contact

💰 Call-Out Charges (Lusaka Only)

⏰ Time Slot 💵 Dispatch Fee (ZMW) ➕ Add-Ons (ZMW)
17:00 – 22:00 2500 +1500(based on fault type)
22:00 – 06:00 3000 +4000 (based on fault type)
Weekends/Public Holidays 1,500 +800 (based on fault type)
Note: All fees are exclusive of parts and materials. Final charges depend on the specific fault and required interventions. For a detailed quote, please contact our emergency line.

No dispatches outside Lusaka city boundaries.

⚖ Legal & Compliance Information

🔐 Client Responsibilities

  • Provide accurate identification and fault location
  • Ensure safe access and escort if required
  • Submit required photo evidence before dispatch
  • Acknowledge receipt of service report after resolution
  • Failure to comply may result in:
    • Delayed response or cancellation
    • Full charge liability for false or unverifiable call-outs
    • Legal action under Zambian Penal Code Act, Section 314 (False Pretenses)
    • Blacklisting from future emergency services

🧯 Technician Safety & Liability

  • Technicians operate under Occupational Health and Safety Act No. 36 of 2010
  • Clients must ensure:
    • Safe working conditions
    • No exposure to live circuits without isolation
    • Escort in high-risk or restricted zones
  • If safety is compromised:
    • Technician may refuse service and log incident
    • Keystone may terminate service without refund
    • Incident may be reported to Zambia Occupational Health and Safety Institute (ZOHSSI)

📘 Data & Documentation Compliance

  • All service records maintained per Zambian ICT Act No. 15 of 2009
  • Client data protected under Data Protection Act No. 3 of 2021