TERMS & CONDITIONS – SUPPORT SERVICES

These Terms and Conditions apply to all support requests submitted through the Magnolia Technology Solutions Ltd (“Magnolia”, “we”, “our”, “us”) website Help page or Helpdesk portal. By creating a support ticket or making a payment, you agree to these terms.

1. Support Packages & Pricing

Magnolia offers three types of support arrangements:

  • Ad-Hoc Support – For clients without an active monthly plan.
    • Fee: KES 3,500 per session (30–45 minutes).
    • Payment: Must be made in advance before the session begins.
    • A Helpdesk ticket will be confirmed once payment is confirmed.
  • Monthly Support Plans – For clients with active support contracts (Silver, Gold, or Platinum).
    • Monthly clients enjoy priority handling and no per-session charges for issues covered under their plan.
    • Tickets will still be logged in the Helpdesk system for tracking, SLA management, and reporting.
  • Project or Implementation Clients – Support related to ongoing implementation projects will be handled within the agreed project scope and contract terms.

All payments are due before work begins, unless otherwise stated in your signed support or implementation agreement.

Payment Details

MPESA Pay Bill: 542542

Account Number: 818250

2. Ticket Creation & Response Process

  • Each request submitted through our Help page automatically generates a support ticket in our Helpdesk system.
  • Clients receive an email confirmation and ticket number for tracking.
  • Tickets are assigned to the appropriate consultant or support agent based on the issue category.
  • Support is primarily delivered remotely, unless onsite assistance is specifically requested and approved.

3. Scope of Support

  • Support covers issues directly related to Magnolia-implemented solutions (e.g., Odoo, Microsoft Dynamics, AWS, or integrated applications).
  • Each ticket is limited to the issue(s) described in the submitted request.
  • Requests outside the defined scope or requiring custom development will be quoted separately.
  • Requests involving third-party integrations, server infrastructure, or custom modules may attract additional charges depending on complexity.

4. Resolution & Closure

  • Once a ticket is resolved, it will be marked as Closed in the Helpdesk system.
  • Clients will retain read-only access to their closed tickets for historical reference.
  • Any follow-up after ticket closure will be treated as a new request.

5. Service Quality & Responsibility

  • Magnolia will use reasonable skill, care, and industry best practices in providing support.
  • Resolution timelines depend on issue severity, system access availability, and client responsiveness.
  • Magnolia shall not be liable for indirect, incidental, or consequential damages, including data loss or business interruption, beyond the direct scope of the support provided.

6. Confidentiality

All data, credentials, and client information accessed during the support process are treated as strictly confidential and used only for the purpose of resolving the reported issue.

7. Warranty & Existing Agreements

  • Work performed under Ad-Hoc or Monthly Support does not alter or extend any existing implementation warranty period.
  • Where a separate Service Level Agreement (SLA) or support contract exists, those terms will take precedence.

8. Dispute Resolution

Any disputes shall be resolved in accordance with the dispute resolution provisions of Magnolia’s Master Service Agreement, or, where not applicable, under the laws of Kenya.