24/7 Emergency Call-Out Policy
Generator failure? UPS down? Electrical emergency?
We're on standby day and night for urgent repairs in Lusaka.
Coverage Area
Lusaka City Only
Emergency 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
- DB board tripping
- Earth leakage
- Phase imbalance
- Surge protection failures
Fire Alarm Systems
- Panel faults & failures
- Zone/loop errors
- Detector malfunctions
- Sounder/strobe issues
Emergency Call-Out Charges (Lusaka Only)
| Time Slot | Dispatch Fee (ZMW) | Add-Ons (ZMW) |
|---|---|---|
| 17:00 – 22:00 (Evening) | K2,500 | +K1,500 (based on fault type) |
| 22:00 – 06:00 (Night) | K3,000 | +K4,000 (based on fault type) |
| Weekends & Public Holidays | K1,500 | +K800 (based on fault type) |
Note: All fees are exclusive of parts and materials. Final charges depend on the specific fault and required interventions. Standard business hours (Mon-Fri 8am-5pm) have no dispatch fee.
Step-by-Step Night Emergency Call-Out Procedure
1
Call the Emergency Line
+260 777 897 771 24/7
2
Provide Identification
- Full name & company name
- Client code (if existing customer)
- Exact fault location (Lusaka only)
3
Submit Photo Evidence
Send at least 4 clear photos via WhatsApp:
WhatsApp: 0777 897 771- Wide shot of faulty equipment
- Close-up of fault indicators
- Site access point
- Any visible hazards
4
Confirm Access & Escort
- Ensure technician access is available
- Arrange security escort if required
- Note: Dispatch may be delayed if safety is compromised
5
Verification & Dispatch
- Quote site reference ID or contract number
- Unknown contacts verified with site manager
- Dispatch confirmed via SMS/email with ETA
6
On-Site Protocol
- Technician logs arrival/departure times
- Follows PPE and ZS 418 / BS 7671 compliance
- Documents fault diagnosis and actions
7
Post-Service Documentation
- Digital service report sent (fault summary, resolution steps, compliance notes)
- Signature or digital acknowledgment required from site contact
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 call-outs
- Legal action under Zambian Penal Code Act, Section 314
- 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 required in high-risk or restricted zones
If safety is compromised:
- Technician may refuse service and log incident
- Keystone may terminate service without refund
- Incident reported to ZOHSSI if necessary
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
No dispatches outside Lusaka city boundaries.