KaydService Level & Support
How to reach support, what to expect, and how maintenance and backups are handled.
1. Support channels
Support is currently provided through:
- WhatsApp — +252 61 9436570, the primary support channel
- Email — support@kaydpos.com
- Contact form — https://kaydpos.com/contact
2. Response targets
KaydPOS does not currently offer a signed SLA with guaranteed response or resolution deadlines, or fixed published support hours. In practice, support requests are handled in the order received, with security-impacting issues prioritised over general questions. If a formal SLA with specific response-time targets is introduced in future, it will be published here.
3. Planned and emergency maintenance
Planned maintenance that could affect availability will, where practical, be scheduled for low-usage periods and communicated in advance through WhatsApp or email. Emergency maintenance to address an active security issue or outage may be performed without advance notice when waiting would increase risk or downtime.
4. Backups and restoration
The production database is backed up periodically and stored outside the public web directory. Backups exist for disaster recovery, not as an on-demand self-service export tool, and restoring from a backup is a manual process performed in the event of a genuine incident — not an instant, guaranteed operation. We do not promise unlimited backup retention or guaranteed data recovery in every scenario; businesses that need a specific data snapshot for their own records should use the platform's own export features rather than rely solely on our backups.
5. Your responsibilities
- Use a supported, up-to-date web browser and a stable internet connection.
- Export your own records periodically for your own safekeeping, rather than relying solely on our backups.
- Report suspected issues promptly with enough detail (what you did, what you expected, what happened) to help us investigate.
6. What support does not cover
- Accounting, tax, or legal advice — KaydPOS is a record-keeping tool, not a substitute for professional advice.
- Issues caused by third-party outages (for example, your internet provider, or a device/browser fault) outside our control.
- Force majeure events beyond our reasonable control.
We do not promise a specific guaranteed uptime percentage. No hosted service can honestly guarantee perfect availability, and we haven't yet set up the formal monitoring and business commitment that a numeric uptime guarantee would require.