Support Policy Page

Effective date: 10-02-2021

About this Support Policy:

Khodeyo Consultancy Uganda Limited operates an e-commerce platform (‘KhodeCo’) at www.khodeco.com consisting of a website and mobile application (‘Store’), together with supporting logistics and payment infrastructure, for the sale and purchase of products and services in Uganda.

This Support Policy describes what support you can expect from us in regards to KhodeCo Service.

If you have questions about this Support Policy or do not agree with it, please contact us at support@khodeco.com before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in the General Terms and Conditions of KhodeCo, that are supplemented by this Support Policy.

What Our Support Service Covers:

We only support our Products and Services, accessed on www.khodeco.com. Our Support Service may include assistance with Product and Service setup, purchase, and use.

We recommend that if you need help in respect to any Product or Service, please first check the product’s documentation and our Frequently Answered Questions (“FAQs”) because your question might have been answered already. If it has not been answered, please submit a support ticket through your panel on www.khodeco.com 

Defects Fixing:

We will fix any defects in our Products and Services as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects as a precursor to a more substantial Product and Service improvements.

What Our Support Service Does Not Cover:

Our Support Service does not cover our Products and Services supplied by Third Parties who are not our Resellers.

We do not give general support for Products under warranty. You can find resources and answers around the warrantees in the detailed warranty guidelines found in the package (s).

Customization:

We provide our Products and Services as-is. While we can help you to set up our Products and Services within the capabilities of each, we do not customize our Products or support any Third-Party customizations of our Products and Services. A customization is anything that changes the way our Products look or function relative to how we make our products available to you.

If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products.

Product Support Channels:

We provide Support Services through our Helpdesk. This can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, or Instagram) at this time.

You need to submit a ticket using the Helpdesk or your panel on www.khodeco.com to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. Only you and our support team will see your ticket.

Who handles support for extensions purchased on khodeco.com?

On each product page, you may find information about a vendor. Some Products are inhouse Products on sale by our company. These Products are marked as “Sold by KhodeCo”. Other Products are sold by verified Vendors. These are marked as “Sold by [VENDOR]”.

If the Product is managed by the KhodeCo team, we will get back to you. If it is handled by one of our verified vendors, your request will be sent directly to them. This ensures that you get the answers you need as quickly as possible, from exactly the people that are best equipped to help you.

Other support options:

You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.

Our FAQs contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query.

General Information:

If you would like to contact us regarding account-related issues or pre-sales questions or post-sales questions, use our ‘Support Ticket’ system on your panel or email us at support@khodeco.com. We will respond to you as soon as possible.