What “direct support”
actually means.
The phone gets answered by an engineer who can see your account and service status — not a scripted queue.
06:00–21:00 EAT, every day of the week — including Saturdays, Sundays, and Kenyan public holidays. We do not make misleading “24/7 unmonitored ticket queue” claims. These are our real, staffed hours, and we are completely honest about them.
Who actually answers the call?
Our engineers work these hours in rotation. Whoever picks up the phone can see your account, your server status, DNS logs, and past ticket history in front of them — you never have to re-explain the issue from scratch.
Three Ways to Reach Us
Matched to the urgency and complexity of what you need resolved.
Something is down right now
Call immediately. That is exactly what our phone number is reserved for. An engineer picks up and begins live diagnostics on your server.
Account or billing question
Open a ticket in the client portal. It is tied to your client ID, invoice records, and service contracts for tracked resolution.
General or non-urgent inquiry
Send an email to our desk. Our engineering team reviews incoming inquiries throughout the day.