Critical downtime
Whole office network down, server offline, website or business system unavailable, CCTV recorder failed.
- First response
- Within 4 hours
- Resolution target
- Same working day or as agreed
- How to report
- Emergency WhatsApp + phone call
Client Support & Helpdesk
Help for existing clients, fast.
Log an issue, get remote help or escalate an outage. Response times below match our Customer Service Charter.
Priority levels
How fast we respond
Working hours: Mon–Fri 8:00 am–5:00 pm, Sat 9:00 am–1:00 pm. Clients on a support plan get the times agreed in their plan.
Major issue
One department offline, email not sending, slow network, a key feature not working but a workaround exists.
- First response
- Within 2 working hours
- Resolution target
- 1–2 working days
- How to report
- WhatsApp or email
Minor request
New user or mailbox, password reset, content update, printer setup, how-to question.
- First response
- Within 2 working hours
- Resolution target
- 2–5 working days
- How to report
- WhatsApp or email
Full commitments: Customer Service Charter.
Remote support
Let a technician connect to your PC
Only start a session when you are on a call or chat with our team. Never share your ID with anyone you don't know.
AnyDesk
Lightweight and fast on slow connections. Recommended for most office PCs.
- Download AnyDesk and open it (no install needed).
- Read us the 9–10 digit number under "This Desk".
- Click Accept when our technician connects.
- Close AnyDesk when the session ends.
TeamViewer QuickSupport
Use this if your organisation already standardises on TeamViewer.
- Download TeamViewer QuickSupport and run it.
- Share your ID and the one-time password with us.
- Confirm the connection request.
- The session ends when you close the window.
P1 escalation
Network outage or server down?
Send the pre-filled WhatsApp message so it reaches the on-call technician straight away. Include your location and what stopped working. If there's no reply within 30 minutes, call 0706 143 654.
Email setup
IMAP / SMTP settings
Replace yourdomain.co.ke with your own domain. If your email is on Microsoft 365 or Google Workspace, simply sign in with your address instead.
| Setting | Value | Port | Security |
|---|---|---|---|
| Incoming server (IMAP) | mail.yourdomain.co.ke | 993 | SSL/TLS |
| Incoming server (POP3, optional) | mail.yourdomain.co.ke | 995 | SSL/TLS |
| Outgoing server (SMTP) | mail.yourdomain.co.ke | 465 (or 587) | SSL/TLS (STARTTLS on 587) |
| Username | Your full email address | — | — |
| Authentication | Same password for incoming and outgoing | — | SMTP authentication ON |
Outlook (Windows / Mac)
- File › Add account, type your email and choose Advanced options › Let me set up my account manually.
- Pick IMAP.
- Enter the incoming and outgoing servers and ports from the table.
- Enter your password and click Connect.
iPhone / iPad
- Settings › Mail › Accounts › Add Account › Other › Add Mail Account.
- Enter your name, email and password, then choose IMAP.
- Fill in incoming and outgoing host names from the table.
- Save; iOS applies SSL automatically.
Android (Gmail app)
- Gmail › Profile › Add another account › Other.
- Enter your email, then choose Personal (IMAP).
- Enter password, incoming server and port 993 with SSL/TLS.
- Enter outgoing server, port 465 with SSL/TLS and keep "Require sign-in" on.
DNS records that keep your email working
| Record | Host | What it does |
|---|---|---|
| MX | @ | Points to your mail server so you can receive email. |
| SPF (TXT) | @ | Lists servers allowed to send your email; reduces spam-folder delivery. |
| DKIM (TXT) | default._domainkey | Digitally signs outgoing mail. |
| DMARC (TXT) | _dmarc | Tells receivers what to do with mail that fails SPF/DKIM. |
| A / CNAME | @ / www | Points your domain to your website hosting. |
Not sure what your values are? Ask us on WhatsApp and we'll send your exact settings.