Service & support
We stay after the sale
Help with your ZKTeco devices, CCTV, CloudBooks or your client portal — by chat, WhatsApp, phone or ticket.
Live chat
Fastest during office hours. Available on every page.
Response targets
How fast we respond
Target time to first response for support tickets, counted in office hours.
| Priority | First response |
|---|---|
| Urgent — site down or security breach | 4 hours |
| High — part of a system not working | 8 hours |
| Normal — questions and changes | 1 working day |
| Low — requests and planning | 3 working days |
Warranty & repairs
How a warranty claim works
- 1Tell us the device model, serial number and fault — by chat, WhatsApp or the form below.
- 2We try remote diagnosis first; many issues are fixed in minutes.
- 3If needed, a technician visits or you drop the device at Milele Centre.
- 4Warranty faults go to the manufacturer through the authorised channel; you get a loan unit where available.
- 5We reinstall, test against our checklist and confirm with you in writing.
Maintenance
Keep systems healthy
Preventive care costs less than emergency call-outs — and keeps attendance and security records complete.
30- and 90-day follow-ups
Included with every installation: we check performance, retrain staff if needed and fix anything that came up.
Annual maintenance contract
Scheduled preventive visits, firmware updates, cleaning and priority call-outs for CCTV, access control and attendance systems.
System upgrades
Add doors, cameras, turnstiles or cloud software as you grow — designed around what you already own.
Downloads & resources
Software and manuals
- ZKBio Time (time & attendance software)
- ZKBio CVSecurity (security platform)
- ZKBio Zlink (cloud platform & app)
- ZKTeco product catalogue & datasheets
- Zoho Books help centre
Links open the manufacturer's official pages. Ask us before updating firmware on a live system.
FAQ
Common questions
My attendance terminal stopped sending punches. What should I check first?
Check the device has power and its network light is on, then confirm the internet connection at the site. Cloud-connected terminals store punches and upload them when the link returns. If it has been offline for more than an hour, start a chat and we will check it remotely.
Is my device still under warranty?
Send us the serial number (printed on the label on the device). Warranty terms follow the manufacturer; we track every device we supply against its invoice date.
Can you support systems another installer put in?
Yes. We start with a paid site assessment, confirm the hardware is genuine and document the configuration before taking over support.
How do you handle our employees’ biometric data?
Fingerprints and faces are sensitive personal data under the Data Protection Act, 2019. We configure access to named administrators, set retention, and act only on your instructions as your processor.
Do you support Zoho Books users who are not CloudBooks clients?
Yes — as an Authorised Zoho Partner we offer one-off help sessions for set-up issues, bank feeds, VAT settings and reports.
Where can I get support outside office hours?
Office hours are Monday–Friday, 8:00 a.m.–5:00 p.m. (EAT) · rotating Saturday installation cover. Outside them, leave a chat message or WhatsApp and we respond first thing next working day; maintenance-contract clients have priority call-out.
Support request