Frequently Asked Questions

A 30-minute video or phone call with a senior engineer (not a salesperson). We review your current setup, ask about your pain points, and give you an honest assessment with specific recommendations. No obligations, no hard sell. Most clients tell us it is the most useful 30 minutes they have spent on their IT.

After the initial consultation, we deliver a scoped proposal within 48 hours. For managed IT plans, onboarding typically takes 1-2 weeks. Project work (cloud migration, ERP, security audit) timelines vary but we can usually begin within a week of signing.

No lock-in. Our managed service plans run month-to-month after a 3-month minimum. Cancel with 30 days written notice. Project work is milestone-based with clear payment schedules. We earn your business every month.

From 5-person startups to 350-employee enterprises. Our Starter plan is designed for teams up to 10 staff, Growth for 15-30, and Enterprise for 50+. The majority of our clients are SMEs between 10 and 100 employees.

For managed clients, our SLA for critical issues (system down) is a 1-hour response with immediate action. Most critical issues are resolved within 2-4 hours. We are available 24/7 for on-call emergencies. P2 (degraded service) gets a 2-hour response.

Yes. Remote support covers all of Kenya and East Africa. On-site visits are available in Nairobi (same day), Mombasa and Kisumu (next day). Eldoret by arrangement. We also support clients in Kampala and Dar es Salaam through remote access and on-site partners.

AWS, Microsoft Azure, and Google Cloud Platform. We are certified across all three and recommend based on your workload, budget, and compliance requirements - not vendor preference. Many clients run multi-cloud or hybrid setups and we manage all of them.

Yes. We implement and support Odoo and ERPNext, covering accounting, inventory, manufacturing, HR, payroll, and CRM. We handle KRA eTIMS and NSSF/NHIF localization for Kenyan businesses. Our ERP team has completed 20+ implementations across retail, logistics, and manufacturing.

Security audits, penetration testing, 24/7 threat monitoring, incident response, compliance assessment, endpoint protection, email security, and staff training. Every engagement starts with a baseline audit so we know exactly where the gaps are before recommending solutions.

Yes, always. All our pricing is in KES. No forex conversions, no USD surcharges, no surprise currency adjustments. What we quote is what you pay.

M-Pesa (Paybill and Till), bank transfer (KES and USD), and major credit/debit cards. Managed services are invoiced monthly on the 1st. Project work follows milestone-based billing.

Absolutely. Many clients start with a base managed IT plan and add project-based work on top - a cloud migration, security audit, or ERP implementation. We scope and price each engagement separately so you only pay for what you need.

Automated monitoring of uptime, server performance, disk usage, security events, and network health. Critical alerts wake our on-call engineer immediately. You get a monthly report showing uptime, incidents, and recommendations. This is included in all managed plans.

A freelancer gives you one person with limited skills and availability - no backup when they are sick or on leave. CloudSpinx gives you a team of 10+ certified specialists, documented knowledge about your setup, 24/7 coverage, and formal SLAs. If one engineer is unavailable, another picks up immediately.

Yes, and this is one of our most popular models. Co-managed IT means your internal person handles day-to-day support while we provide senior technical escalation, security, cloud management, and strategic advice. It is often the most cost-effective setup for growing businesses.

Every engagement includes full documentation - network diagrams, configuration runbooks, credentials stored in a secure vault, and team training. You own everything completely. If you ever decide to move on, you have everything you need to operate independently.

We serve finance and banking, retail and e-commerce, logistics and transport, manufacturing, healthcare and NGOs, and real estate. Each sector has specific compliance and technology requirements (PCI-DSS, KRA eTIMS, M-Pesa integration) and we bring that context to every engagement.

Yes. We help businesses implement data handling procedures, consent management, data subject rights, and breach notification protocols as required by the Kenya Data Protection Act 2019. We also assist with ODPC registration where needed.

Yes. Our ERP implementations include KRA eTIMS compliance by default. We configure electronic tax invoice generation, real-time reporting, and ensure your systems meet all current KRA requirements.

All client credentials are stored in encrypted vaults with role-based access. We follow the principle of least privilege. Our team signs NDAs before engagement. We never share client data with third parties and we document exactly who has access to what.