+226-25-33-52-33

Customer Service

M'DATA is committed to providing the best customer service to its customers. We are available for you 24 hours a day.

Frequently Asked Questions

You can contact us by: Phone:226 25 33 52 33 / Skype: M’DATA.noc / Email: contact@mdatatelecom.bf

M'DATA is committed to providing the best customer service to its Clients. Find below the most asked questions to our support team:

Customer service questions

How do I request a claim based on an SLA?

If you want to make a claim, you need to contact your Account Manager in the first 7 days of the month.

The claim must contain: a) name of the client and contact details; b) the beginning and end date of the claimed outage or failed metric of the ticket number; c) a brief description of the characteristics of the claimed outage or failed metric.

The client will receive an email with the resolution. If approved, M’DATA telecom will compensate the amount on the next bill. It will not be paid in cash.

How do I cancel my contract?

If you wish to cancel your contract, you must notify your Account Manager by email.

Remember that the initial minimum commitment period for each service shall be 12 months (terms in the contract). Upon expiration of the initial term, the service shall be automatically renewed on a yearly basis with the same terms unless a prior termination notice is received 30 days in advance.

What is a Service Level Agreement (SLA)?

SLA is a contract between M’DATA telecom and the client that defines the quality level of service expected from us. In this sense, we are committed to meet quality standards and we are penalised otherwise.

For instance, M’DATA telecom is committed to offering a latency goal. If it is not met, the client will receive a discount on the bill. The further away the objective is, the greater the discount.

M’DATA is offering one of the best SLAs in the industry and country. You can see SLA listed under each Product Sheet.

Who is my Account Manager?

In order to provide the quickest response time possible, we do not assign a single contact to your account. However, you can always call your main contact.

If you have an urgent issue, just call or email us anytime (our customer service is available 24 hours a day). Any of our customer care staff can view your account information and address your question.

Billing questions

What will my monthly invoice look like?

As M’DATA telecom offers simple services, your monthly invoice will have just a single line item for every charge. You won’t see any strange charges, local loop fees or other hidden costs.

How do I contact Billing department?

You can contact your Account Manager, email billing@mdatatelecom.bf or call +226 25 33 52 33.

How do I pay for my bill?

The payment is made by bank transfer once the invoice is issued.

M’DATA doesn’t accept payments by credit card or cash.

I’m an individual and I received my first bill which is overcharged. Why?

Don’t worry, we haven’t overcharged you. Service for individuals are charged in advance.

In the first invoice we apply the NRC (non-recurrent charge), the MRC (monthly recurrent charge) of the first month and the MRC of the next month.

For instance, if the service registration occurs on the 20th of January, the first invoice will be issued the 1st of February. The invoice will be charged with the NRC, the MRC from the 20th to the 31st of January and the MRC of February.er février.  À la facture seront imputés les NRC, les MRC du 20 au 31 janvier et les MRC de février.

Where should payment be sent?

Payment information is included on your invoice. Please use either that information or contact our Billing department for any further questions.

billing@mdatatelecom.bf

What period does your bill cover?

Review your contract to check this information. If you can’t find it, call your Account Manager.

Services for individuals, like Broadband VIP, are billed in advance, i.e. on the 1st day of each month. The billing period will be calendar months.

Services for companies are billed a posteriori. On day 1, invoices will be issued for the previous month service. The billing period will be natural months.

Technical questions

How do I contact Technical Support?

You can email noc@mdatatelecom.bf, Skype the M’DATA Network Operations Centre (NOC) or call +226 25 33 52 33.

M’DATA support is available to you 24 hours a day. Our support engineers will respond and open an ticket to keep track of your inquiry until resolution.

How do I change my contact information?

If you need to change your contact information, contact your Key Account Manager.

Is it important for me to keep my contact information up to date?

For sure! In case our Network Operations Centre (NOC) needs to contact you for any issue or do any maintenance, you must keep your information up to date. We monitor your connection 24 hours a day to ensure a reliable service.

I contracted DIA service but it’s very slow.

M’DATA network has been designed to guarantee the established SLAs.

But when you are browsing, you are reaching servers on other networks that are outside of M’DATA’s control.

What is the difference between DIA and Broadband VIP?

When DIA service is contracted of a certain speed, M’DATA guarantees this speed to you.

When Broadband VIP of a certain speed is contracted, M’DATA lets you browse at this speed. However, if the amount of traffic is collapsing the network, only 10% of the speed contracted is guaranteed. It might seem very low, but competitors do not even guarantee this 10%. seuls 10 % du débit souscrit sont garantis. Cela peut sembler très lent, mais les concurrents ne garantissent même pas ces 10 %.

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