System Status & Support
Last Updated: September 27, 2026
We do not publish a live status feed yet
A real status page has to be fed by real monitoring, and publishing a page with invented numbers on it would tell you less than having no page at all. We do not have automated uptime monitoring in place, so rather than show you a green tick we cannot stand behind, this page tells you how to reach a person and what we will do when you do.
1. Reporting an issue
Use the route that matches what you are reporting. If you are not sure, use the phone number.
| If this is… | Contact | Include |
|---|---|---|
| A suspected security issue, or data that looks wrong or exposed | security@intelisav.com | What you observed, the system, and how to reach you. Please do not send customer data in the email. |
| A system you buy from us that is not working | info@intelisav.com or +254 182 463 743 | Your account or site name, what you expected, and what happened instead |
| A custom system we built for you | Your named contact in the project agreement, or info@intelisav.com | Your reference or account, and the affected area |
| Anything else, or you are unsure | Contact page or +254 182 463 743 | As much detail as you have |
2. What to include
The difference between an issue we can fix today and one that takes a week is usually the quality of the first report. The four things that help most:
- What you were trying to do, and what happened instead.
- When it started, and whether it is still happening.
- Who is affected — you alone, or several people.
- Screenshots or the exact error message, if you have them.
Please do not send passwords, card details or customer records. Describe the problem instead.
3. What we commit to
These are the promises we make. We have deliberately not written an availability percentage or a contractual response time, because publishing numbers we are not yet able to hold ourselves to would be worse than not publishing them. The commitments we can actually stand behind are these:
- We will acknowledge a reported issue. We aim to respond within one business day for enquiries raised in Kenyan or East African business hours.
- We will treat a suspected security issue as urgent and prioritise it above routine support work.
- We will tell you what we know as soon as we know it, including when the answer is "we do not know yet".
- We will not close an issue until you tell us it is resolved, or we have explained why we believe it is.
- We will tell you if it is not us. If the cause sits with a hosting, payment or third-party provider, we will say so rather than disappearing behind it.
Where a project or contract defines formal support hours, response targets or service credits, that contract takes priority over this page.
4. What we operate
Intelisav Africa builds and operates software for clients, and we run our own products — Simba Retail and Med3. Each deployment is configured for the client it serves, so the systems and support windows differ between engagements. Your contract is the authority on what applies to your system.
This website is static and has no user accounts, so it does not accept support requests.
5. Planned improvement
We intend to stand up automated uptime monitoring and publish a live incident feed at this URL. When that exists, it will appear at https://intelisav.com/status.html and this page will be replaced by it. We would rather ship a real feed late than a fake one early.