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Free Support Period
Every system delivered by Kyfaru is covered by a free support period of 30 calendar days commencing from the system's go-live date.
Covered under free support:
- Bugs and defects that are directly attributable to Kyfaru's own development work.
- Functional failures that existed at the time of delivery and go-live.
NOT covered under free support:
- New feature requests or design changes.
- Issues caused by the Client or the Client's staff.
- Third-party service outages or API failures.
- Misuse or unauthorised modification of the system.
Communication: WhatsApp, email, and phone.
Monthly Maintenance Retainer
Monthly Fee
Invoiced on the 1st of each calendar month. Payment due within 7 days.
Included in the retainer:
- Security patches, dependency updates, and minor platform updates.
- One (1) minor feature addition or enhancement per month.
- Ongoing performance monitoring.
- Priority bug response within 24 business hours.
- Monthly system health report delivered by the 5th business day of the following month.
NOT included in the retainer:
- Major new features (quoted and invoiced separately).
- Emergency out-of-hours support (available but billed separately).
- Third-party service subscription costs (hosting, SMS, email platforms).
Monthly System Report
Clients on the Monthly Maintenance Retainer receive a system health report delivered by the 5th business day of each month.
Report contents:
- Uptime statistics and availability summary for the preceding month.
- Incident summary — any issues encountered and their resolution.
- Performance metrics (load times, error rates, server health).
- Upcoming maintenance windows, renewals, or required updates.
- Recommendations for improvements or risk mitigations.
Service Suspension Schedule
The following timeline applies to overdue Monthly Maintenance Retainer invoices. Kyfaru follows this schedule consistently to ensure transparency and fairness.
Day −14
First Reminder
Invoice reminder sent via email and WhatsApp.
Day −7
Second Reminder
Reminder sent via email, WhatsApp, and SMS.
Day −1
Final Notice
Final notice sent on all channels including phone call.
Day 0
Payment Due
Invoice payment deadline.
Day +7
Overdue Notice
Account marked overdue. Late payment interest begins accruing.
Day +14
Suspension Warning
24-hour final notice issued. Client given last opportunity to settle.
Day +15
System Suspended
System is suspended until all outstanding amounts are paid. Reinstatement fee: KES 2,000.
Managed Services
Under a Managed Services arrangement, Kyfaru can manage recurring third-party service obligations on the Client's behalf, including:
- Hosting plan renewals.
- Domain registration and renewal.
- Business email service accounts.
- Third-party API and platform subscriptions.
Key conditions:
- Client funds are held in a designated client account and applied to renewals. Kyfaru never uses its own funds to cover Client service costs.
- Monthly itemised expense statements are provided to the Client.
- The Client retains beneficial ownership of all accounts managed under this arrangement.
- This arrangement requires a separate written Managed Services Agreement.
What Support Does Not Cover
The following are explicitly excluded from both free and retainer support:
Out-of-Scope Features
Features or functionality not included in the original project SOW.
Client-Modification Issues
Problems arising from changes made by the Client or third parties engaged by the Client.
Staff Training
Training of new staff members or extended onboarding sessions. These are quoted separately.
Client-Caused Data Loss
Data recovery from loss caused by Client actions, including accidental deletion or failure to maintain backups.
Emergency Traffic Scaling
Sudden traffic events requiring emergency infrastructure scaling. These are covered but billed separately with prior written notice and authorisation.