Introduction
In the context of maximizing the value of the Kwara Core and Mobile banking platform, it is crucial to distinguish between support and additional services. This distinction helps SACCOs (Savings and Credit Cooperative Organizations) understand what types of assistance are included in their subscription and what services may incur additional costs. Clear differentiation between these two categories ensures that SACCOs have accurate expectations, leading to effective planning, budgeting, and a superb customer experience.
This approach aligns with our mission to help SACCO staff realize their full potential by providing them with the tools and support they need to succeed.
What is the difference between support and additional services?
Support refers to assistance the support team offers when there are system defaults with the Kwara Core or Mobile banking platform.
Additional services refers to complementary services offered by Kwara that fall within the responsibility of the SACCO, but are requested to be taken up by Kwara
In summary:
Support is a result of system faults and has no additional cost attached (Covered by SaaS fee) whereas additional services are billable and are a result of customer preferences.
Examples of support vs services
| Support | Service |
| Technical issues. A SACCO is unable to log in to Kwara Core because of an error they encountered. After triaging this error with the SACCO, we identify the issue may be a bug. This issue will be handled by the support team. | Technical Service request. A SACCO wants a custom report. Once the report request is scoped out, and its feasibility determined, the custom report can be created but at a cost to the SACCO. |
| Self-service. A SACCO admin reaches out and mentions they need assistance with uploading a batch template. The support representative redirects them to the required help-desk article and empowers them to do it themselves. | Third-party service requests. A SACCO requests for a re-training of their staff which ideally should be done by the SACCO staff that was thoroughly trained during the implementation process. The re-training can be done but at a cost |
| Non-technical Issue. A SACCO recently took up the instant loan product and required the product to be mapped on the backend and the necessary eligibility parameters set. This will be handled by the support team. | Non-technical Service request. A SACCO seeks assistance with year-end closures despite having already been trained and accessibility of the available help desk material. Kwara can offer the service through training sessions and hands-on assistance, billing based on hours spent. |
How do I access support?
We have various official support channels available to SACCOs and their members:
Call- +254711082017
Whatsapp- +254705678230
Email- support@kwara.com
Chat- https://kwara-helpdesk.freshchat.com/
How do I access additional services?
Reach to us via:
Email; support@kwara.com
Phone; +254711082017
What is the next step after I reach out for an additional service?
- Once your request is ticketed via email or call, a support representative will reach out to you to get more insights on the request and scope the request.
- After the request is scoped out an invoice (order form) will be sent out scoping out the request and what it entails. The order form will also include the cost of the service.
- The SACCO is expected to make payment within 2 weeks of receiving the order form.
- Once full payment is received, the service will be provided.
What is the next step after I reach out for support?
- Once your request is received via the official support channels, a support representative will acknowledge receipt of the request.
- Response and resolution of the issue will be in accordance with the service level agreement (SLA) that was signed and agreed upon at the point of contract signing. A copy of the SLA agreement is attached below for further reading.
For further assistance or queries, feel free to contact us through the provided support channels. We are here to help you make the most of Kwara’s core banking and mobile banking platform.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article