What we commit to, and how you hold us to it.

Installing hardware is the easy part. These are the operating commitments that come with a managed contract, and the mechanisms that make them checkable rather than aspirational.

Service commitments

The written commitments behind a managed contract

Area	Commitment	Detail
Uptime target	99.95% on contracted managed services	Measured per site over a rolling 30-day period.
Monitoring hours	24 hours a day, every day	NOC operations based in Accra and Kumasi.
Primary support channel	WhatsApp, backed by a ticket record	Phone and email accepted; everything lands in the same ticket trail.
Preventive maintenance	Quarterly, recorded per site	Scheduled in advance, with a written record after each visit.
Service reporting	Rolling 30-day and 90-day reports	Issued to the named account contact.
Response targets	Agreed in your contract	Set after site assessment, because a hostel and a fuel forecourt do not carry the same risk.

Figures apply to sites under an active managed service contract. Specific targets for your sites are set out in your service schedule.

How support actually runs

Six mechanisms, not six promises

Commitments only mean something if there is machinery behind them. This is the machinery.

Service monitoring

Connectivity, camera and alarm equipment is health-checked from the NOC rather than waiting for you to notice a fault.

WhatsApp-first support

Raise an issue in the channel you already use, and keep a written record of what was said and when.

Ticket tracking

Every issue is logged, assigned and closed out, so nothing depends on one person remembering.

Preventive maintenance

Quarterly scheduled care per site: cleaning, re-alignment, firmware and physical checks.

Incident reporting

What happened, why, how long it took and what changed to stop it happening again.

Service reporting

Rolling 30 and 90-day reports on uptime and service performance for contracted sites.

Raising an issue

What to do when something stops working

Message the WhatsApp support line
Fastest route. Include the site name and what you are seeing.

Call the operations number
For anything urgent or safety-related, out of hours included.

Email the account desk
Best for changes, quotes and anything that needs a paper trail.

However you get in touch, the issue is logged as a ticket and closed out in writing. If we opened it from monitoring before you noticed, you will still get the same record.

Common questions

Answers to what people ask before signing

What does "managed service" actually mean here?

You pay an installation cost once and a recurring service fee after that. The recurring fee covers monitoring, support, preventive maintenance and reporting. If the system stops working, fixing it is our job, not a new quote, within the scope agreed in your contract.

Do you sell equipment outright?

Yes, hardware is quoted and invoiced as part of the installation. What distinguishes the managed plans is what happens afterwards: the monitoring, the response and the maintenance schedule.

How quickly do you respond to a fault?

Response targets are set in your contract after the site assessment, because sites carry different risk. Monitoring itself runs 24 hours a day, so in many cases we open the ticket before you report it.

Can you cover a site outside Accra and Kumasi?

Yes. We have resident teams in Greater Accra and Ashanti and dispatch scheduled visits to the other regions. Travel time is factored into the response target for those sites and stated up front.

I live abroad and own property in Ghana. How does that work?

Cameras and alarms are installed at the property, you get mobile access and event alerts, and a written report is issued on an agreed schedule. Billing and approvals happen remotely.

What happens during a power cut?

It depends on what is specified at assessment. We can design battery backup for network and camera equipment, and solar for off-grid sites. What is included will be stated explicitly in your proposal rather than assumed.

Want the commitments applied to your sites?

A managed contract starts with an assessment. We will tell you what we can commit to for your specific sites before you sign anything.

Request service WhatsApp

Multicom engineers walking a site with the operator's team
during a survey — A site assessment starts on the ground, with the people who run the site, before anything is specified and before anything is quoted.