Warranty & Support Policy

NaviPOS™ comes with a Lifetime Guarantee and 24/7 support commitment for all licensed users.

Lifetime Guarantee

Every NaviPOS license includes:

✅ Free software updates during your active license period
✅ Bug fixes — any software bugs are fixed at no additional cost
✅ Data integrity — your business data is always safe and accessible
✅ Backward compatibility — updates won't break your existing setup

Support Coverage

What's Included

Phone and email support during business hours
Real-time chat for affiliate partners
Remote troubleshooting and diagnostics
On-site support (by your affiliate partner)
Software installation and setup assistance
Staff training (initial and refresher)
Hardware compatibility troubleshooting

Business Hours

Monday – Friday, 8:00 AM – 5:00 PM EAT

For urgent issues outside business hours, email info@navipos.co.ke — we respond as soon as possible.

Support Priority Levels

| Priority | Response Time | Examples | |----------|--------------|---------| | 🔴 Critical | Within 2 hours | System completely down, cannot process sales | | 🟡 High | Within 4 hours | Major feature not working, payment issues | | 🔵 Medium | Within 24 hours | Minor feature issue, report not loading | | ⚪ Low | Within 48 hours | General questions, feature requests |

How to Get Support

Affiliate Partners — Use the Chat feature in your partner portal
Clients — Raise a Support Ticket in your Client Portal at portal.navipos.co.ke
Everyone — Call +254 726 396 636 or email info@navipos.co.ke