1. Purpose
To define the service standards that guide how we engage, support, and communicate with our customers.
2. Our Commitment
Helios Solutions Africa Ltd is committed to:
- Providing timely, accurate, and professional support
- Ensuring clear communication throughout the sales process
- Delivering reliable IT end-user devices backed by strong after-sales support
- Maintaining honesty, transparency, and respect in all customer interactions
3. Service Delivery
We ensure:
- Proper guidance during product selection
- Accurate and competitive quotations
- Clear updates from RFQ → Quotation → PO → Delivery
- Timely delivery and invoicing
4. After-Sales Support
We provide comprehensive after-sales support including:
- Assistance with warranty, repairs, and replacements
- Basic troubleshooting and escalation to OEM/distributors
- Regular customer follow-ups to ensure satisfaction
5. Complaints Handling
Our complaints resolution process includes:
- Acknowledge and log the complaint
- Investigate and provide a solution/update within 48 hours
- Escalate where necessary and follow through to closure
6. Customer Data Protection
We safeguard all customer information in accordance with the Kenya Data Protection Act (2019).
7. Continuous Improvement
We conduct periodic follow-ups, courtesy visits, and review customer feedback to improve service quality.
Contact Us
For questions or support, contact us at:
Helios Solutions Africa Ltd
Email: info@heliosafricaltd.com
Phone: +254 116-961-111
Website: www.heliosafricaltd.com