Support
How can we help?
Browse the knowledge base, check system status, or reach out directly. A Kenya-based team that actually responds — with measured SLA targets, not vague promises.
- 1-hour critical response
- 24/7 monitoring
- Local support team
- M-Pesa billing
Contact channels
Multiple ways to reach us
Choose what works for you. All channels reach the same team — your issue is not bounced between departments.
What to expect
What happens when you contact us
No ticket queues, no bouncing between teams. One engineer owns your issue from start to finish.
- 1
You contact us
Email, phone, WhatsApp or portal ticket. Choose what works for you — all channels reach the same team.
- 2
We acknowledge
You get a response within the SLA target for your issue priority — not an auto-reply, a real person.
- 3
We investigate
The engineer who picks up your ticket owns it until resolution. No bouncing between teams, no re-explaining.
- 4
We resolve and explain
You get a fix and a plain-language explanation. If something went wrong on our side, we say so — and what we changed to prevent it.
Response targets
Priority levels and response times
How we triage issues and what response time to expect for each priority.
| Priority | Response target | Examples |
|---|---|---|
| Critical | 1 hour | Site down, email not delivering, SSL expired, payment failure |
| High | 4 hours | Performance degradation, broken feature, DNS misconfiguration |
| Standard | 24 hours | How-to questions, configuration help, billing enquiries |
| Low | 48 hours | Feature requests, feedback, documentation improvements |
Our commitment
Service level agreement
Our commitments to you, in writing — not aspirations, measured targets.
99.9% uptime commitment
We commit to 99.9% network uptime measured monthly per service. If we fall short, service credits are applied automatically — no claim required.
Response time targets
Critical issues: 1 hour. High priority: 4 hours. Standard requests: 24 hours. Urgent infrastructure issues are monitored 24/7.
24/7 infrastructure monitoring
Our monitoring stack watches uptime, resources and security events around the clock. We usually know before you do.
Automatic service credits
If a calendar month falls below 99.9%, credits are applied to your account automatically. You do not need to file a claim or chase anyone.
Planned maintenance
Announced at least 48 hours in advance on the status page, scheduled outside peak business hours wherever possible.
Security incident response
Threats are quarantined at the account level, clean backups are restored, and you receive a plain-language incident summary.
Self-service
Resolve common issues yourself
Most tasks can be done from the portal — no support ticket needed.
Support FAQ
Support questions, answered
How our support works, what to expect, and how to get help fast.