Support Policy Page

About this Support Policy

This Support Policy describes what support you can expect from Kanemtrade Services..If you have questions about this Support Policy or do not agree with it, please Contact Us  before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 September 2020.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.

What Our Support Service Covers

We only support our Products, sold on https://www.kanemtrade.com. Our Support Service includes assistance with Product Upload, Configuration and Use. If you need help setting up or configuring your shop, please first our Youtube channel. Your question might have been answered already. If it hasn’t, please submit a ticket.

What Our Support Service Does Not Cover

Our Support Service does NOT cover Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.

Customization

We provide our Products as it is. While we can help you to configure our products within the capabilities of each shop, we do not customize our Products or support any Third Party customization of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.

If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products. Third Party services that some customers have found helpful include:

Product Support Channels

We provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

Other support options

You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.

General Information

Our general support hours are Monday to Friday, 08:30am to 9:00pm (West African Standard Time). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

The defined terms in the Supplementary Glossary  in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.

Supplementary Glossary

·         “Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;

·          “Support Policy” means this support policy, is amended from time to time;