At Dukapaq, we build robust, high-performance POS and E-Commerce systems that power businesses across Kenya and beyond. Our platforms are designed for reliability, speed, and scalability that helps you manage sales, inventory, and customer engagement with ease.
But even the most advanced systems need a human touch. That’s why Dukapaq complements its technology with dedicated customer support to ensure your operations continue running smoothly, every hour of the day.
1. Our Commitment to You
Our promise is simple: technology you can trust, supported by people who care.
We understand that downtime affects your business, so our support team is structured to respond quickly and resolve issues efficiently.
With Dukapaq, you’re not just getting a system, you’re gaining a long-term partner in your business success.
2. How to Reach Customer Support
If you experience a problem or need assistance using your Dukapaq system, our customer support team is your first point of contact.
Contact Channels
Headquarters:
302 Reconciliation Way, Tulsa, OK 74120
Nairobi Branch:
Madonna House Annex, Off Westlands Road, Mpaka Rd, Nairobi
Nairobi Office: +254 111 809080
General Inquiries: info@dukapaq.co.ke
Customer Support: support@dukapaq.co.ke
Support Hours: Monday – Saturday, 8:00 AM – 6:00 PM
When reaching out, please include:
- Your business name or account ID
- A clear description of the issue
- Any error messages or screenshots
The more details you provide, the faster we can assist.
3. Step 1: Remote Assistance
Most issues can be resolved remotely by our experienced support team.
Our cloud-based systems allow our specialists to diagnose and troubleshoot issues in real-time without interrupting your business.
We’ll guide you step-by-step to:
- Correct configuration or setup errors
- Restore connectivity
- Update or sync system modules
- Resolve transaction or reporting issues
Over 80% of support cases are successfully resolved through this process, reflecting the stability and intelligence built into Dukapaq systems.
4. Step 2: On-Site Technician Support
If an issue requires physical intervention, such as hardware inspection, installation, or network setup, our technical team will schedule an on-site visit.
Our trained technicians handle:
- Hardware repairs (POS terminals, printers, scanners, etc.)
- Network troubleshooting
- Software installation and configuration
- System performance optimization
Before the visit, our team confirms your location, preferred time, and technician details for transparency and convenience.
5. Step 3: Follow-Up and Preventive Support
After resolving your issue, Dukapaq’s support team conducts a follow-up check to ensure:
- The issue has been fully resolved
- Your system is running optimally
- Preventive measures are in place to reduce future risks
This follow-up process helps us continuously improve both our systems and your overall experience.
6. Why Our Support Stands Out
Proactive, not reactive: We anticipate issues before they affect you.
Fast response times: Most issues are addressed within minutes.
Trained experts: Our team understands both technology and retail operations.
End-to-end service: From software to hardware, we support your entire ecosystem.
7. Summary of Our Support Process
| Step | What Happens | Outcome |
|---|---|---|
| 1️⃣ Contact Support | Reach us via phone, WhatsApp, or email | Your issue is logged and assigned immediately |
| 2️⃣ Remote Troubleshooting | Our team assists you online | Most issues resolved within minutes |
| 3️⃣ On-Site Visit | A technician visits your premises if needed | Complex issues resolved physically |
| 4️⃣ Follow-Up | We confirm stability and offer preventive advice | Long-term reliability ensured |
Need Help Now?
Headquarters: 302 Reconciliation Way, Tulsa, OK 74120
Nairobi Branch: Madonna House Annex, Off Westlands Road, Mpaka Rd, Nairobi
Nairobi Office: +254 111 809080
info@dukapaq.co.ke | support@dukapaq.co.ke
Visit: www.dukapaq.com
At Dukapaq, our technology drives your business, and our support keeps it running.
We don’t just build systems; we stand behind them.
