Describe the affected service, what changed and how the issue affects your work. Use the support arrangement agreed for your service where one exists.
Send a support request
Share a short description and the impact. Do not include passwords, one-time codes, payment secrets, recovery keys or confidential files in this initial message. Required fields are identified on the form.
Include enough to make the issue clear
- Service or device affected and an existing reference if you have one.
- When the issue began and whether it affects one person or several.
- The exact visible error, with private information removed.
- Recent changes and any safe checks already completed.
- Business impact and a contact person authorised to discuss the service.
Use the agreed escalation route
Severity, response targets, remote access, onsite attendance and out-of-hours arrangements depend on your service agreement. A submitted form is not a promise of immediate incident response or continuous human monitoring.
Human contact hours: Monday–Friday, 08:00–17:30; Saturday, 09:00–13:00, Africa/Nairobi. Sunday and public holidays are closed unless separately contracted.
Need help choosing the topic?
You can use the available support handoff to prepare a short topic summary for WhatsApp. Review any summary before sending it. Do not include private documents, credentials or payment details.
Talk to Us AI-assisted guidance and human help.
Data loss or a security concern?
For missing files, avoid unnecessary writes or reset attempts on the affected storage. For suspected account compromise, follow your organisation’s approved response route and use a trusted device for account recovery. Explain the symptoms without posting logs or private records publicly.
Data recovery assessment Review cybersecurity scope