Effective Date: July 7, 2025
At CBC AI, we are committed to providing timely, reliable, and professional support to schools using our platform. This Support Policy outlines the scope of our support, available channels, response times, and responsibilities of both CBC AI and your school.
1. Support Channels
We offer support through the following channels:
- Email: support@cbcai.co.ke (Mon–Fri, 8:00 AM–5:00 PM EAT)
- Phone/WhatsApp: +254-781-289-001 (Business Hours)
- In-App Chat: If available, during business hours
- On-Site Support: By appointment (Nairobi region only)
2. Scope of Support
- Account setup and onboarding
- Fee configuration and invoice generation
- Assessment management
- Student, teacher, and transport management
- Bug reporting and technical assistance
- Integration issues (M-PESA, SMS gateways)
3. Response Times
- Critical: Within 2 business hours
- High: Within 4 business hours
- Medium: Within 1 business day
- Low: Within 2 business days
4. What is Not Covered
- Internet/hardware issues at your school
- Custom feature requests (available at extra cost)
- Third-party failures (e.g., Safaricom outages)
- Extended training beyond onboarding
5. Your Responsibilities
- Provide accurate information when reporting issues
- Assign a clear contact person for communication
- Secure user credentials
- Follow system best practices
6. Escalations
For unresolved or urgent matters, contact our support manager via support@cbcai.co.ke.