Terms of Service

1. Service Agreement

Service Scope

SecureTech Solutions Kenya ("SecureTech") agrees to provide:

• Professional installation of security systems (CCTV, access control, alarms, etc.)
• System maintenance and technical support
• Emergency response services (where applicable)
• Training and system handover
• Consultation and security assessments

Client Responsibilities

As the client, you agree to:

• Provide accurate information about your security needs
• Ensure access to installation sites during agreed times
• Pay all fees according to the payment schedule
• Maintain the premises in a condition suitable for system operation
• Report system issues promptly
• Follow proper system usage guidelines

2. Payment Terms

Pricing Structure

Our services are priced as follows:

• Installation: One-time fee based on system complexity
• Maintenance: Monthly/annual service contracts
• Emergency Calls: Per-call rates or covered under maintenance
• Equipment: Cost of hardware and software
• Monitoring: Monthly fees for 24/7 monitoring services

Payment Methods

We accept the following payment methods:

• M-Pesa: Paybill number 123456 (Account: Your Phone Number)
• Bank Transfer: Equity Bank, KCB Bank, Cooperative Bank
• Cash: Direct payment to technicians (with receipt)
• Mobile Money: Airtel Money, T-Kash

Payment Schedule

• 50% deposit required before installation commencement
• 40% payment upon system completion and testing
• 10% final payment after client training and handover
• Maintenance fees billed monthly or annually in advance

Late Payments

Late payments incur:

• 5% penalty after 7 days past due
• 10% penalty after 30 days past due
• Service suspension for accounts 60+ days past due
• Collection fees for accounts requiring legal action

3. Warranties and Guarantees

Equipment Warranty

All installed equipment includes:

• Manufacturer Warranty: 1-3 years depending on equipment type
• Installation Warranty: 12 months on workmanship
• Performance Guarantee: Systems meet specified requirements
• Replacement Policy: Defective equipment replaced within warranty period

Service Warranty

Our services are guaranteed to:

• Meet industry standards and best practices
• Function as specified in the service agreement
• Be free from defects in workmanship for 12 months
• Include prompt response to service calls (within 24 hours)

Warranty Exclusions

Warranty does not cover:

• Damage from misuse, vandalism, or natural disasters
• Issues caused by unauthorized modifications
• Normal wear and tear
• Problems due to power surges or electrical issues
• Failure to perform recommended maintenance

4. Service Level Agreement (SLA)

Response Times

We guarantee the following response times:

• Emergency Calls: Within 2 hours (Nairobi), 4 hours (other areas)
• Service Calls: Within 24 hours
• Maintenance Visits: Scheduled within 48 hours
• Remote Support: Available immediately during business hours

Uptime Guarantees

For monitored systems:

• Monitoring Center: 99.9% uptime
• Remote Access: 98% uptime
• Mobile App: 95% uptime
• Cloud Storage: 99.5% uptime

Service Credits

If we fail to meet SLA commitments:

Emergency response credit: 25% of monthly fee

System downtime credit: Pro-rata daily rate

Repeated failures: Up to 100% monthly credit

5. CCTV and Data Management

Footage Ownership

• Client Ownership: All CCTV footage belongs to the client
• Access Rights: Client has full access to all footage
• Sharing Rights: Client can authorize third-party access
• Deletion Rights: Client can request footage deletion

Footage Retention

• Default Period: 30 days for commercial, 14 days for residential
• Extended Retention: Available at additional cost
• Legal Requirements: Extended as required by law
• Automatic Deletion: Footage deleted per retention policy

Data Security

• Encryption: All footage encrypted at rest and in transit
• Access Control: Strict authentication and authorization
• Backup: Redundant storage with geographic distribution
• Audit Logs: All access logged and monitored

6. Maintenance and Support

Maintenance Services

Maintenance contracts include:

• Quarterly system inspections and cleaning
• Firmware and software updates
• Performance optimization
• Preventive maintenance
• Priority technical support

Support Channels

Technical support available through:

• Phone: +254 113 301 244 (24/7 emergency)
• WhatsApp: +254 113 301 244
• Email: support@securetechsolutions.co.ke
• Remote Access: Secure remote support sessions

Maintenance Exclusions

Maintenance does not cover:

• Intentional damage or vandalism
• Damage from natural disasters
• Issues from third-party modifications
• Software not provided by SecureTech
• Network or internet service provider issues

7. Liability and Limitations

Service Liability

SecureTech liability is limited to:

• Cost of service for the affected period
• Replacement of defective equipment
• Reasonable costs to correct installation errors
• Maximum liability: Total annual service contract value

Excluded Damages

SecureTech is not liable for:

• Consequential, indirect, or punitive damages
• Business interruption or loss of profits
• Data loss beyond our reasonable control
• Third-party actions or inactions
• Force majeure events (natural disasters, war, etc.)

Indemnification

Client agrees to indemnify SecureTech for:

• Claims arising from client misuse of systems
• Violation of laws by the client
• Breach of these terms by the client
• Third-party claims related to client actions

8. Termination and Cancellation

Client Termination

Client may terminate services:

• With Cause: Immediately for material breach
• Without Cause: 30 days written notice
• Refund Policy: Pro-rata for unused services
• Equipment: Client owns installed equipment

SecureTech Termination

SecureTech may terminate for:

• Non-payment for 60+ days
• Breach of terms or misuse of systems
• Illegal activities by client
• Force majeure events

Termination Process

• Written notice required
• Final system handover within 7 days
• Final invoice and settlement
• Data and footage transfer per client request

9. Intellectual Property

SecureTech Property

SecureTech retains rights to:

• System designs and configurations
• Custom software and firmware
• Documentation and training materials
• Methodologies and processes

Client Property

Client retains rights to:

• All installed equipment
• CCTV footage and system data
• System configurations specific to client
• Custom reports and analytics

Licenses

• Client granted non-exclusive license to use software
• License terminates upon service termination
• No rights to redistribute or sublicense

10. Force Majeure

Uncontrollable Events

SecureTech is not liable for delays or failures due to:

• Natural disasters (floods, earthquakes, storms)
• War, terrorism, civil unrest
• Government actions or regulations
• Pandemics or public health emergencies
• Utility outages or internet failures
• Third-party service provider failures

Force Majeure Process

• Immediate notice to affected parties
• Reasonable efforts to mitigate impact
• Service credits for extended outages
• Contract suspension during force majeure

11. Dispute Resolution

Good Faith Negotiation

Disputes will be resolved through:

• Direct negotiation between parties
• Mediation by neutral third party
• Arbitration if mediation fails
• Court litigation as last resort

Arbitration

• Conducted in Nairobi, Kenya
• Single arbitrator agreed by both parties
• Arbitrator decision is final and binding
• Costs shared equally unless otherwise decided

Governing Law

• These Terms governed by Kenya law
• Disputes heard in Kenyan courts
• English language for all proceedings

12. Compliance and Regulations

Legal Compliance

SecureTech complies with:

• Kenya Data Protection Act 2019
• Communications Authority regulations
• National Police Service requirements
• Local government bylaws
• Industry best practices

Licensing and Certification

• All technicians properly certified
• Business licenses current and valid
• Insurance coverage maintained
• Regular compliance audits conducted

13. Miscellaneous Provisions

Entire Agreement

These Terms constitute the entire agreement between parties and supersede all prior discussions, negotiations, and agreements.

Severability

If any provision is found invalid or unenforceable, the remaining provisions continue in full force and effect.

Waiver

Failure to enforce any provision does not constitute waiver of that provision or any other provision.

Notices

All notices must be in writing and delivered to:

• SecureTech: securetechsolutions71@gmail.com
• Client: Email and physical address on file
• Delivery confirmed by receipt or read receipt

Assignment

Neither party may assign these Terms without prior written consent, except for business mergers or acquisitions.