UNCHORUNCHOR OS Support and Service Policy
Version 2026-10-23. Effective 23 October 2026.
This policy explains how to get help with UNCHOR OS, how quickly we respond, and how we handle incidents and maintenance.
1. How to reach us
You can reach SyncPesa Technologies Limited by the contact form at https://unchor.co.ke/contact.
In the app, Ask answers many questions straight away, and Settings → Support downloads a support bundle: a file with recent health information about your workspace, with secrets and personal data removed, that you can look at and choose to send us.
2. How fast we respond
| Severity | Meaning | First response |
|---|---|---|
| Critical | Many of your sites cannot sell access or are offline because of UNCHOR OS | within 4 hours, every day |
| High | One site or an important feature does not work, with no workaround | within 1 business day |
| Normal | A question, a feature that partly works, or a problem with a workaround | within 2 business days |
Response times count from when we receive your message. We keep you informed until the problem is solved or we have explained why it cannot be.
3. What support covers
Support covers UNCHOR OS itself: the cloud, the app, the gateway agent, sign-in pages, payments integration and the Academy. It does not cover your internet provider's service, your payment provider's accounts, or equipment that is not supported; the compatibility list in the documentation shows which devices are verified. We will still tell you what UNCHOR OS can see, which often shows where a problem lies.
4. Service status and incidents
- UNCHOR OS measures its own service levels (sign-in, API errors, command delivery, background jobs) and alerts our staff when they are at risk.
- When an incident affects customers we post updates on the status page and tell affected workspaces in the app. After a major incident we publish what happened, why and what we changed.
- Gateways keep running the network they were given if the cloud cannot be reached: customers already online keep access, and the sign-in page explains that new payments wait for the connection to return.
5. Planned maintenance
We plan maintenance to avoid busy hours in your time zone and announce work that may interrupt the service at least 48 hours in advance in the app. Urgent security fixes may be applied without notice.
6. Updates to the gateway agent
Gateway updates are signed with a release key that is kept offline, and a gateway installs one only after checking the signature and the file's fingerprint. If a gateway cannot reach the cloud after an update, it returns to the previous version by itself.
7. Your feedback
If you are not satisfied with how we handled a support request, reply to it and ask for it to be escalated; a manager reviews it within 5 business days.