Effective Date: 11-03-2025

At Swats Computers, we are committed to providing excellent customer support to ensure that you have a seamless experience with our products and services. This Support Policy outlines the scope of our support services, response times, and customer responsibilities.

1. Scope of Support

Our support services cover:

• Assistance with product installation and setup.

• Troubleshooting hardware and software issues.

• Guidance on product usage and best practices.

• Warranty claims and service requests.

• Help with order tracking and return requests.

• Technical support for laptops, desktops, networking equipment, and accessories purchased from Swats Computers.

Our support services do not cover:

• Issues caused by mishandling, misuse, or physical damage.

• Third-party software issues not related to products purchased from us.

• Unauthorized repairs or modifications.

• Data recovery and backup services (unless stated otherwise).

2. Support Channels

We provide customer support through the following channels:

? Phone Support: +254 735 111 333
? Email Support: sales@swatscomputers.com
? Live Chat: Available on our website during business hours.
? In-Store Support: Visit our store for hands-on assistance.

Our customer support is available:
? Business Hours: 08:00 a.m to 05:00 p.m
? Days: Monday -  Friday

3. Response Times

We strive to respond to all inquiries within the following timeframes:

For critical issues affecting system functionality, we offer priority support.

4. Warranty and Repairs Support

• Products covered under manufacturer’s warranty will be repaired or replaced based on warranty terms.

• If your product requires servicing, we will assist in processing the warranty claim with the manufacturer.

• Repairs for out-of-warranty items may be subject to a service fee.

5. Customer Responsibilities

To ensure efficient support, customers should:

• Provide accurate details about the issue, including error messages and product details.

• Keep proof of purchase for warranty claims.

• Follow troubleshooting steps provided by our team before requesting further assistance.

6. On-Site and Remote Support

• Remote Support: We offer remote troubleshooting via phone, email, or live chat.

• On-Site Support: Available for business clients or special cases (subject to service fees).

7. Escalation Process

If you are not satisfied with the initial resolution, you can escalate your issue by:

1. Requesting to speak to a senior support representative.

2. Submitting a formal complaint via email.

3. Visiting our physical store for further assistance.

8. Contact Us

For any support-related inquiries, please reach out to us:

Swats Computers
Mtwapa, Along Mombasa  -  Malindi road.
? Phone: +254 735 111 333

? Email: sales@swatscomputers.com
? Website: www.swatscomputers.com

By purchasing from Swats Computers, you agree to our support policy. We are dedicated to providing you with the best customer service experience.