Support & service commitments

• •Email support@smartpick.co.za — the fastest way to reach us.
• •The in-app How-it-works guide, for step-by-step help getting set up.
• •With your permission, our team can securely look at your farm alongside you to resolve a functional issue.

We provide support during South African business hours (08:00–17:00 SAST, Monday to Friday, excluding public holidays). Messages sent outside these hours are picked up the next business day.

We aim to acknowledge and respond to support requests within these targets, by severity:

• •Critical — the service is unavailable or data capture is broken for your farm: same business day.
• •High — an important feature is not working, but there is a workaround: within 1 business day.
• •Normal — questions, minor issues and requests: within 2 business days.

These are response targets — the time to a first meaningful reply — not guaranteed resolution times, which depend on the issue.

KhulaGrow runs on redundant managed infrastructure and we work to keep it available around the clock. Because the app also works offline, your team can keep capturing records in the field during a brief interruption, and entries sync automatically once connectivity returns.

• •We schedule any disruptive maintenance outside business hours where possible, and give notice in the app.
• •During a significant incident we keep affected customers informed by email and in the app until it is resolved.
• •After a major incident we review what happened and what we changed to prevent a recurrence.

Need a formal service-level agreement, in-country data residency or specific commitments for your operation? Email support@smartpick.co.za and we’ll work through your requirements.