Customer Support

1. How to Contact Support

Use the most relevant channel so we can respond properly and keep a clear record of your request.

• Emergency or urgent fault: call us directly so we can confirm the situation quickly.
• RFQ or new project: use the RFQ form and include as much site detail as possible.
• Appointment: use the appointment form for scheduled visits within Lusaka Province.
• General enquiry: use the contact form or email us.

2. What to Include

To help us understand the issue, please include the service required, site location, contact person, preferred date, any fault symptoms and any reference number already issued.

For technical faults, photos of warning lights, equipment labels, damaged components or site conditions can help us advise faster. Only share information you are allowed to share.

3. Response and Follow-Up

We aim to respond as soon as practical during normal working hours. Response time depends on the urgency, technician availability, travel distance, parts availability and the detail provided in the request.

A website confirmation means your request has been received. It does not automatically confirm that a technician has been dispatched or that an appointment has been accepted.

4. Emergency Support

Emergency support is for urgent safety, power, security or operational faults. We may ask questions before dispatching a technician so we can understand the risk and advise on immediate safety steps.

If there is fire, electric shock risk, smoke, flooding, violent activity or immediate danger to people, contact the relevant emergency authority first.

5. Appointments

Online appointments must be requested at least 24 hours in advance and are currently available for Lusaka Province only. The appointment is confirmed only after Keystone accepts the requested date and time.

If a site visit cannot proceed because access, permission, contact person or required information is missing, a new appointment may be required.

6. Complaints and Escalation

If you are unhappy with a quotation, service visit, invoice, refund decision or communication, contact us with your reference number and a short explanation of the issue. We will review the matter and respond through an appropriate channel.

This support policy is intended to support fair, transparent customer handling and does not remove any rights you may have under applicable Zambian law.