Last updated: 25 October 2026
This charter sets out the standard of service every client of Permalink Business Ltd. can expect from us, and what we ask of you so we can deliver it. It applies to all our services, software products and installations.
1. Our commitment
- Treat every client with courtesy, honesty and respect.
- Give clear quotes, timelines and scopes before any work starts.
- Keep you informed at every stage, in plain language.
- Protect your information in line with our Privacy Policy and the Kenya Data Protection Act, 2019.
- Deliver work that meets our Quality Assurance Policy.
2. Our service standards
| Service | Our target |
|---|---|
| Reply to WhatsApp, phone and email enquiries | Within 2 working hours |
| Send a quotation after receiving your requirements | Within 1 working day |
| Respond to a critical system or website outage | Within 4 hours |
| Resolve routine support requests | Within 2 working days |
| Attend an on-site networking or CCTV fault in Nairobi | Within 1 working day |
| Acknowledge a complaint | Within 1 working day |
| Resolve a complaint | Within 7 working days |
Our working hours are Monday to Friday, 8:00 am to 5:00 pm, and Saturday, 9:00 am to 1:00 pm, excluding public holidays. Clients on a support plan receive the response times agreed in their plan.
3. Your rights as a client
- To receive accurate information about our services, prices and timelines.
- To have your data kept confidential.
- To give feedback or raise a complaint without being treated unfairly.
- To request a refund in line with our Refund Policy.
4. How you can help us serve you
- Share clear requirements, content and feedback on time.
- Make payments as agreed in your quote or invoice.
- Tell us promptly about any problem or change in your needs.
- Treat our staff with courtesy.
5. Feedback and complaints
We welcome compliments, suggestions and complaints. Send yours by email or WhatsApp with your name, contact details and a short description. We will acknowledge it within 1 working day, investigate fairly, and tell you the outcome within 7 working days. If you are not satisfied, you can ask for the matter to be reviewed by our management.
6. Contact us
Permalink Business Ltd., Nairobi, Kenya
Email: info@permalinkbusiness.com
Phone / WhatsApp: +254 706 143 654