Support Policy

This Support Policy describes how clients of Kikavu Tech Solutions can access technical support and what is included.

1.Support Channels

• Email: info@kikavutechsolutions.com
• Phone: +255 769 558 137
• WhatsApp business messaging
• Client portal support ticketing system

2.Support Hours

Standard support is available Monday–Saturday, 08:00–20:00 (East Africa Time). Critical hosting, cloud, and GPS infrastructure incidents are monitored 24/7 as described in our Service Level Agreement.

3.What's Included

• Troubleshooting bugs and errors in delivered software, websites, or systems;
• Minor configuration changes and guidance on using the software or portal;
• Assistance with hosting, email, and domain-related issues;
• GPS platform and School Management System operational support;
• Security patching and routine maintenance covered under an active support/maintenance plan.

4.What's Not Included

New feature development, major redesigns, additional integrations, custom report building, and out-of-scope enhancements are not covered by standard support and will be quoted separately.

5.Client Cooperation

Timely resolution may require client-side access (e.g., temporary admin credentials, screenshots, or remote screen-sharing) and prompt responses to information requests from our support team.

6.Escalation

Unresolved or urgent issues can be escalated by referencing the original ticket number to info@kikavutechsolutions.com.

7.Language

Support is provided in English and Kiswahili.

8.Changes to This Policy

We may revise this Support Policy from time to time to reflect changes in our operations.