Introduction

At Lemax Digital Enterprises, we are committed to providing exceptional customer support to ensure your experience with our products and services is seamless and satisfactory. This Support Policy outlines the terms and conditions under which we provide support, including the types of support available, response times, and customer responsibilities.

1. Scope of Support

• Product Support: We offer support for all products purchased from Lemax Digital Enterprises, including laptops, desktops, and IT-related devices. Support includes assistance with installation, configuration, troubleshooting, and general usage guidance.

• Service Support: We provide support for any services rendered by Lemax Digital Enterprises, such as repairs, maintenance, and software installations.

• Warranty Support: Products under warranty will receive prioritized support in accordance with the terms specified in the product’s warranty documentation.
  
  

2. Support Channels

• Phone Support: Customers can reach our support team by calling 0729690460. Phone support is available from 8 AM to 7 PM, Monday to Saturday.

• Email Support: For non-urgent inquiries or detailed support requests, customers can email us at info@lemaxdigitalenterprises.co.ke. Our team strives to respond to all email inquiries within one hour during business hours.

• In-Person Support: Visit our physical location at Pioneer Plaza, 1st Floor, Room 104, Oginga Odinga Street, Kisumu, for face-to-face support. Our staff is available to assist you during business hours.
  
  

3. Response Times

• Standard Response Time: We aim to respond to all support inquiries within one hour during business hours. Responses to inquiries made outside of business hours will be handled the next business day.

• Resolution Time: The time required to resolve an issue depends on its complexity. Simple issues may be resolved during the initial contact, while more complex issues may require additional time. Our team will provide an estimated resolution time during the initial support interaction.
  
  

4. Customer Responsibilities

• Accurate Information: Customers are required to provide accurate and detailed information about the issue they are experiencing to enable our support team to diagnose and resolve the problem effectively.

• Product Condition: Customers must ensure that products are in reasonable condition and accessible for inspection or repair when seeking support. For physical support, products should be brought to our service center at Pioneer Plaza.

• Backup of Data: Customers are responsible for backing up their data before bringing devices for support. Lemax Digital Enterprises is not liable for any data loss that may occur during the support process.
  
  

5. Exclusions from Support

• Third-Party Products: We do not provide support for products or software that were not purchased from Lemax Digital Enterprises unless explicitly stated otherwise.

• Unsupported Modifications: Products that have been modified or tampered with in a way not authorized by Lemax Digital Enterprises may not be eligible for support.

• End-of-Life Products: Products that have reached their end-of-life, as determined by the manufacturer, may receive limited support, subject to the availability of resources and parts.
  
  

6. Warranty Repairs

• Eligibility: Products under warranty are eligible for free repairs or replacements, subject to the terms of the warranty agreement.

• Repair Time: Warranty repairs will be completed as quickly as possible, typically within 7-14 business days, depending on the availability of parts and the nature of the repair.

• Non-Warranty Repairs: For products not covered by warranty, repair services are available at a reasonable cost. Customers will be provided with a cost estimate before any non-warranty repairs are performed.
  
  

7. Software Support

• Pre-Installed Software: We provide support for software that was pre-installed on devices purchased from Lemax Digital Enterprises, including troubleshooting, updates, and basic usage guidance.

• Third-Party Software: Limited support is available for third-party software installed by the customer. We recommend contacting the software provider for specialized support.
  
  

8. Termination of Support

• Misuse of Support Services: Lemax Digital Enterprises reserves the right to terminate or refuse support services if a customer is found to be abusing or misusing our support services, including but not limited to inappropriate behavior or repeated requests for assistance with non-supported products.

• Support End Date: Support for a specific product may be terminated when the product reaches its end-of-life, as determined by the manufacturer.
  
  

9. Changes to Support Policy

• Amendments: Lemax Digital Enterprises reserves the right to update or modify this Support Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

• Customer Notification: Customers will be notified of significant changes to the Support Policy through our website or other communication channels.
  
  

For any support-related inquiries, please contact us at:

• Phone: 0729690460

• Email: info@lemaxdigitalenterprises.co.ke

• Address: Pioneer Plaza, 1st Floor, Room 104, Oginga Odinga Street, Kisumu, Kenya
  
  
  

Thank you for choosing Lemax Digital Enterprises. We are here to support you and ensure you have the best possible experience with our products and services.