Your Partner in Technology Support
Virtual Support Services Solutions Ltd provides comprehensive maintenance and support under clear Service Level Agreements. Our dedicated support team combines deep technical expertise with formal SLA commitments to resolving your issues quickly and effectively.
Whether you're facing a critical system incident or need ongoing managed services, we're ready to assist. Our 24x7 Incident Diagnostics, 4-hour response commitment, and defined Business Continuity Levels ensure you receive consistent, reliable support.
24x7 Incident Diagnostics available.
SLA Commitment
24x7 Service Calendar for Incident Diagnostics and logging.
4-hour response commitment with 85% performance target.
Defined Business Continuity Levels: Ship, Replace, Reconfigure, Restore.
Support services include:
Expert assistance for all technology issues
Dedicated relationship management
User adoption and skill development
24/7 system health monitoring
85% Performance Target
VSS commits to resource allocation ensuring speedy resolution. Within 2 hours of logging, you receive a response on the course of action being taken.
Read More24x7 Diagnostics
Round-the-clock incident logging and diagnosis.
4-Hour Response
Business Continuity Level initiated within commitment.
Monthly Reports
Service Level performance reports provided.
Quarterly Reviews
Regular review meetings with your team.
How to Get Support
Email Support
support@vssltd.co.ke
Tickets logged and tracked through Service Management system
Service Desk
+254 712 111 133 / +254 714 111 122
24x7 Incident Diagnostics available
Self-Service Portal
portal.vssltd.co.ke
Submit and track service requests online
Service Calendar
24x7 Incident Diagnostics
Incident logging, diagnosis and commitment available 24 hours per day, every day.
Recording, management, and diagnosis of Service Requests around the clock.
Response Commitment
4-hour response commitment from call logging
Business Continuity Level initiated within 4 hours of incident being logged.
Business Continuity Levels
Our Service Level Agreements include various Business Continuity Levels that define the final action for resolving incidents:
Ship/Download
Software dispatched or access provided for electronic download
Replace
Faulty device or software replaced and restarted
Reconfigure
Replace plus backup configuration loaded
Restore
Replace, Reconfigure and restore to working order
Restore (RC)
Result Commitment - functionality restored within committed timeframe
Note: Customer is responsible for maintaining backup copies of device configurations for Reconfigure level. Restore (RC) requires Site-Based Services Element unless otherwise agreed.
Service Request Types
Service Level Agreements
Mean Time to Respond SLA
| Priority | Target | Service Measure |
|---|---|---|
| Priority 3 | 85% within 4 hours | Standard incidents - categorized, assigned and prioritized within timeframe |
Service Metric Method
The timing clock begins once an incident has been delivered to VSS's Service Desk through any authorized media (call answered, email received, self-service portal) during service hours.
Measurement & Reporting
Performance measured and reported monthly. Data sourced from Service Management system. Quarterly review meetings conducted with clients.
SLA Performance Guarantee
VSS commits to resource allocation ensuring speedy resolution. Within 2 hours of logging a call, you receive a response on the course of action being taken.
Performance target: ≥85% means SLA metric is met. Service level reports provided monthly including incident counts, priority summaries, and breach details where applicable.
Online Diagnostics & Remote Support
VSS engineers utilize secure remote connections through encrypted Virtual Private Network (VPN) to your environment to provide Online Diagnosis of incidents and Service Requests, and where possible, remote resolution.
Remote Diagnostics Process:
- Customer provides internet access through which VSS can connect via encrypted VPN
- VSS engineers remotely diagnose the incident using the secure connection
- Where possible, resolution is completed remotely as per your Service Level
- Customer consent is required for any remote changes to the environment
Note: Customer remains responsible for line connectivity and availability. VSS may periodically test access to ensure proper operation of the secure remote connection.
On-Site Response
When remote resolution is not possible, a VSS engineer will physically arrive at your site to resolve the issue.
Engineer Responsibilities On-Site:
- On-site Incident Diagnostics and resolution per Service Levels
- Products Replacement, Reconfiguration, Restore as applicable
- Updates to designated Customer contacts
- Regular updates to the Service Desk on status
- Complete engineering report of work completed
Governance:
- Engineer reports to designated Customer contact person
- Additional support requires approved request reference
- Access to location required at agreed time
- Engineers execute procured Business Continuity Level during selected Service Calendar
Knowledge Base & FAQs
How do I log a support incident?
Contact our Service Desk via phone, email, or self-service portal. Provide manufacturer details, fault information, and physical location. Your incident will be categorized, assigned, and prioritized according to our SLA.
What information should I provide when logging an incident?
Include manufacturer details, fault description, physical location of equipment, and any recent changes to your environment. This helps us diagnose and resolve issues faster.
How does remote diagnostics work?
With your consent, our engineers connect via secure encrypted VPN to diagnose and resolve issues remotely. This allows faster resolution without requiring an on-site visit.
When will an engineer visit on-site?
If remote resolution is not possible, a VSS engineer will physically arrive at your site to resolve the issue. They will report to your designated contact person and follow the procured Business Continuity Level.
What are Updates and how do I access them?
Updates include Patches (error corrections), Minor Feature Releases (incremental functionality), Upgrades (major new features), and Security Profile Updates. Access is provided through your support agreement.
Dispute Resolution & Escalation
In the event of any dispute or difference, parties shall attempt to resolve through good faith negotiations following VSS's formal escalation process.
Contact Persons
Issues first addressed through respective Contact Persons. 15 Business Days to resolve.
Executive Escalation
If unresolved, matter referred to respective Chief Executive Officers. 15 Business Days to settle.
Arbitration
If still unresolved, either party may refer to Arbitration under the Arbitration Act, 1995 (Kenya).
All agreements governed by the Laws of the Republic of Kenya. Arbitration takes place in Nairobi.