Focus on your craft.

1. Scope & Corporate Identity

This Privacy Policy applies to all services, remote diagnostic sessions, IT consulting, customer support channels (including our Hawi AI intake chatbot), and digital portals operated by Dundugo Remote Support and Technology Solutions ("Dundugo", "we", "us", or "our").

We provide enterprise-grade remote IT helpdesk, cybersecurity, network tuning, cloud automation, and managed IT services to individuals, small businesses, and distributed teams across Kenya, East Africa, and internationally.

2. Information We Collect

To diagnose, troubleshoot, and resolve your technical roadblocks, we collect only strictly relevant operational data:

• Intake & Account Identifiers: Name, business name, authorized email address, phone number, and physical office location (if on-site escalation is contracted).
• Technical Diagnostic Telemetry: Device hardware make/model, operating system version (Windows, macOS, Linux, ChromeOS), CPU/RAM utilization, storage volume health, public IP address, network latency, and driver versions relevant to the requested fix.
• Session Interaction Logs: Support ticket summaries, technician diagnostic notes, session initiation/termination timestamps, and chat transcripts submitted to our support team or Hawi AI assistant.
• Billing & Payment Records: Transaction reference IDs, package plan tier, invoice history, and billing addresses (credit card numbers and mobile money credentials are processed directly by certified PCI-DSS payment gateways and are never stored on Dundugo servers).

3. What We Explicitly NEVER Access or Collect

Maintaining trust and absolute confidentiality is the foundation of Dundugo:

• Zero Credential Harvesting: We will never ask for, record, or store your master passwords, online banking credentials, personal PINs, or private encryption keys.
• Zero Unauthorized File Access: Our certified technicians only access files and directories directly pertinent to the resolution of your declared incident (e.g., config files, logs, driver installers). Personal folders (Photos, Documents, Browsing History) are never opened without your explicit verbal or written request.
• Zero Keystroke Logging: We do not employ keyloggers or hidden background screen recording software outside of visible, user-notified support auditing windows.

4. Remote Support & Screen-Sharing Security

All remote connections initiated through Dundugo (whether via our built-in Remote Desktop Gateway, AnyDesk, TeamViewer, or Zoom) adhere to the following stringent controls:

• 256-Bit TLS 1.3 / AES End-to-End Encryption: All video feeds, diagnostic signaling, and data packets in transit are encrypted to bank-grade standards.
• Visible Status Bar & Kill-Switch: During any remote control session, a prominent green status banner remains visible on your screen. You can revoke keyboard and mouse control or sever the connection entirely at any time.
• Session Token Expiration: Remote access tokens and one-time PINs automatically expire upon session completion. Once disconnected, a technician cannot re-enter without generating a brand-new connection authorization from you.

5. Data Retention & Storage Protocols

We apply strict data minimization principles:

• Diagnostic session cache files and temporary remote transfer logs are automatically purged within 30 days of ticket resolution.
• Account profiles and invoicing history are retained in secure cold storage for up to 7 years solely to comply with applicable statutory accounting and tax regulations.
• Upon client request or contract termination, managed IT inventory data and enrolled client credentials can be permanently scrubbed within 5 business days.

6. Your Rights (GDPR & Kenya Data Protection Act 2019)

Regardless of your geographic location, Dundugo guarantees the following data rights:

• Right to Access & Portability: You may request a machine-readable copy of all support logs and diagnostic tickets associated with your account.
• Right to Rectification: You may update or correct inaccurate company or technician contact details at any time.
• Right to Erasure ("Right to be Forgotten"): You may request permanent deletion of your intake data and support transcripts, subject to legal retention obligations.
• Right to Object & Withdraw Consent: You may revoke permission for optional telemetry or promotional updates by emailing our Data Protection Officer.

7. Subprocessors & Cloud Infrastructure

Dundugo utilizes hardened enterprise cloud partners to deliver continuous, low-latency uptime:

• Google Cloud Platform (GCP): High-availability application hosting, container infrastructure, and distributed multi-region signaling servers in the European Union (europe-west1) and global edge points.
• Enterprise Signaling Gateways: Secure WebRTC peer-assisted discovery servers operating under ISO/IEC 27001 certified physical data centers.

8. Cookies, Local Storage & PWA Caching

Our website and Progressive Web App (PWA) use only strictly necessary local storage items:

• Authentication session tokens (for Client Device Hub and IT Dispatch Console).
• PWA Service Worker caches (`sw.js`) to ensure instant offline documentation load and performance.
• Interface preferences (such as collapsed panels or high-contrast settings).
• We do not load third-party ad retargeting pixels or sell visitor browsing behavior to data brokers.

9. Data Protection Officer (DPO) Contact

For data privacy inquiries, formal Data Subject Access Requests (DSAR), or security audits, contact our designated privacy team:

• Email: support@dundugo.co.ke
• Emergency Dispatch Phone: +254 739 131 108
• Physical Correspondence: Dundugo Remote Support & Technology Solutions, Nairobi, Kenya.

1. Scope of Agreement & Acceptance

These Terms and Conditions constitute a legally binding agreement between you (whether an individual or business entity, "Client") and Dundugo Remote Support and Technology Solutions ("Dundugo").

By booking a remote service, launching our interactive remote desktop console, scheduling an engineer on our calendar, initiating triage with Hawi AI, or subscribing to our monthly managed IT plans, you explicitly confirm your acceptance of these Terms.

2. Remote Access Authorization & Diagnostic Scope

During an active support session, you grant Dundugo's certified IT specialists express authorization to:

• Remotely view your device display and control input devices (keyboard/mouse) in real time to diagnose software, operating system, and hardware faults.
• Inspect device system information, running processes, event logs, services, and network adapters.
• Install, configure, or upgrade software, device drivers, operating system security patches, antivirus definitions, and administrative utilities necessary to solve the declared roadblock.
• Perform malware scans, quarantine harmful executables, and clean registry anomalies with your live supervision.

You acknowledge that you have the legal right and administrative authority to grant remote access to the designated computer, workstation, or server.

3. Client Responsibilities & Data Safeguards

To ensure smooth and secure resolution, the Client agrees to:

• Maintain Active Supervision: Remain near the workstation during attended sessions or keep communication channels (phone, WhatsApp, ticket portal) open with the assigned engineer.
• Stable Network Connection: Provide adequate broadband connectivity for the duration of remote desktop streaming.
• Data Backups: Maintain a current data backup of essential proprietary business files prior to complex operating system re-installations, storage partitioning, or cloud tenant migrations (or contract Dundugo's automated Cloud Backup Package).
• Confidential Data Minimization: Close private financial documents, personal banking tabs, or sensitive patient/client records that are not relevant to the technical support request before starting screen sharing.

4. Zero-Downtime Guarantee & Service Level Agreements (SLA)

We stand firmly behind the speed and quality of our technical resolutions:

• Emergency Priority Response: For "Critical Emergency" tickets (e.g., total office network failure, server outage, ransomware incident), our IT Dispatch team engages within 30 minutes.
• Standard Triage Response: Standard remote tickets are scheduled or answered within 1 to 2 hours.
• 100% Diagnostic Resolution Guarantee: If our engineers are unable to identify the root cause or resolve an issue that falls within the standard technical scope of a One-Time Fix package, you are entitled to a full refund or complimentary escalation to a Senior Enterprise Architect.
• 30-Day Resolution Warranty: If the exact same technical roadblock reoccurs within 30 days of ticket closure without intervening user configuration errors or third-party interference, Dundugo will resolve the recurring issue free of charge.

5. Fees, Subscriptions, Invoicing & Cancellations

Our pricing is completely transparent with zero hidden surcharges:

• One-Time Remote Fixes: Billed at fixed upfront package rates ($49 Standard Fix, $89 Advanced Network/Malware, $149 Emergency Server/Workstation SOS). Services commence upon order confirmation.
• Monthly Managed IT Subscriptions: Billed on a 30-day recurring cycle per device/seat. Subscriptions include proactive patch management, remote helpdesk hours, antivirus licenses, and continuous monitoring.
• Cancellation Policy: Monthly managed subscriptions may be cancelled at any time with 14 calendar days' written notice prior to the next billing date. Pre-paid annual retainers are prorated upon mutual agreement.

6. Intellectual Property & Diagnostic Tooling

All proprietary software tools, automated diagnostic scripts, remote signaling gateways, PWA connectors, and technical runbooks provided by Dundugo remain the sole intellectual property of Dundugo. Clients receive a non-exclusive, non-transferable license to utilize our portal and device connectors strictly for the duration of their contracted support services.

7. Warranties & Limitation of Liability

While Dundugo exercises the highest degree of professional engineering care:

• Services are provided on a commercially diligent basis. Dundugo does not warrant that your hardware will run indefinitely without physical wear or component degradation.
• Liability Cap: In no event shall Dundugo's aggregate liability for any direct claims arising out of a remote support session exceed the total fees paid by the Client for that specific session (or, in the case of monthly subscriptions, the fees paid during the preceding three months).
• Exclusions: Dundugo is not liable for indirect, incidental, or consequential losses resulting from pre-existing hardware failures (e.g., dying hard drives, fried motherboards), third-party ISP outages, or third-party cloud service disruptions (e.g., Microsoft 365, AWS, or Google outages).

8. Right of Immediate Disconnection & Termination

Either party may immediately terminate an active remote session:

• Client Kill-Switch: You may close the connection software, click "Disconnect" on the Dundugo control bar, or terminate internet access at any moment.
• Technician Safety & Ethics: Dundugo reserves the right to immediately terminate support and report activities if a client requests unlawful acts (e.g., unlicensed software cracking, unauthorized surveillance, or illicit network penetration).

9. Governing Law & Dispute Resolution

These Terms shall be construed and governed in accordance with the laws of Kenya. Any unresolved dispute arising under this agreement shall be submitted to confidential commercial arbitration in Nairobi, Kenya, or conducted remotely through an internationally recognized arbitration forum mutually agreed upon by both parties.