Questions we get
most often

Our standard target is 24 hours during business hours (Monday to Friday, 8:00–17:00 WAT). Critical tickets — where a live campaign is stopped or data is at risk — are targeted at 4 hours. Response targets apply to clients with an active support agreement; enquiries from others are answered on a best-effort basis.

Use Find my ticket on the support page. Enter your reference number (it looks like SRB-26-XXXXXX) and the email address you used, and we will take you straight back to the thread. If you have lost the reference too, open a new ticket and mention it — we will link them together.

Yes, and please do. Screenshots and log files usually cut the back-and-forth substantially. Accepted formats are PNG, JPG, PDF, CSV, XLSX, TXT, LOG, and ZIP, up to 10 MB per file. You can attach a file to the original ticket and to any reply.

No. Chat is staffed during office hours only. If you start a conversation outside those hours you will get an automatic reply explaining that, and we will pick it up the next business morning — so leave your email address. For anything urgent outside hours, open a ticket rather than using chat, because tickets are triaged by priority.

Campaign periods are treated differently from normal operations. For clients with a support agreement covering an active campaign we agree escalation contacts and response targets in advance, in writing, before the cycle starts. Critical issues during a live campaign are the one case where we expect to be contacted directly rather than through the normal queue.

You do. Where we operate a platform on your behalf, your organisation is the data controller and we act as processor under the terms of our agreement. Beneficiary data stays within the infrastructure you have contracted, in the region you specify. We do not use programme data for any purpose outside delivering your service.

This depends on the engagement, and we will be explicit about it in the agreement rather than leaving it ambiguous. Custom work built specifically for you is normally licensed to you with source access. Our platform products are licensed rather than transferred. Either way, you will never be in a position where you cannot migrate your own data out.

Discovery is quoted as a fixed fee, because its scope is knowable. The build is normally priced per delivery phase, so you can stop or re-scope at a phase boundary rather than being committed to the whole programme up front. We will tell you if we think a proposed scope is unrealistic for the budget rather than agreeing and cutting corners later.

Yes — that is the design target, not an afterthought. We test against the kind of devices actually issued to field teams, not flagship phones. If you tell us the specific device model during discovery we will test against it explicitly and tell you if it will struggle.

Integration is architecturally supported through the event-driven integration layer, and we have designed for it. Whether a specific integration is in scope for your project is a question about your contract and timeline rather than the technology, so raise it during discovery and we will scope it as a dated deliverable rather than a roadmap aspiration.