SUPPORTGetting help· Africa/Monrovia
When a vehicle is missing, you need a person.
Support sits inside the platform, on the same records you are looking at — so a question about a decline, an offline tracker or a settlement arrives with its evidence already attached, and nobody starts by asking you for a screenshot.
01Help centre· Answers first
Most of it is answerable without us.
The help centre lives in the platform and searches as you type a subject, so the article that answers your question is offered before the ticket is filed. Articles carry a was-this-helpful vote, which is how the unhelpful ones get found and rewritten.
Open the device in Devices — it carries last-seen, firmware, SIM and its recent command log. A unit that buffered and then delivered a burst of older positions was out of coverage, not broken; the platform reconciles those to the device clock, so the trip is intact. A unit silent past your offline threshold raises a device-offline alert on its own. If the record shows a genuine fault, the same screen files an RMA.
Every decline is written with the reason that caused it. Open the transaction in SmartFuel and the record names the check that ended it — card status, PIN, balance or credit, fuel type, a spending limit, the time window, the station not being approved, an odometer that went backwards, or the vehicle being somewhere other than the station. That is the answer to the argument, and it does not depend on anyone remembering.
Reports run live against your own data over the period you choose and export as CSV, Excel or PDF. Every generated document is minted with a code and a SHA-256 hash of its contents, so the person holding the PDF can check it against the system and see the organisation, the report, the period and who generated it. A figure edited after export no longer matches its own hash.
A tenant admin disables the account in Admin → Users, which ends their access immediately; live sessions can be revoked from the Security view in the same place. If your identity provider is connected over SCIM, deactivating the user there does the same thing without anyone touching Kappagee Fleet.
Only with your say-so. Kappagee staff reach a customer account through an impersonation session that requires a typed reason, lasts at most two hours, shows a banner for its whole duration and is written to your audit log. You can read every one of those entries.
If the answer is not there, the same form files the ticket — with the article you already read attached, so nobody sends it back to you.
02Raising a ticket· On the record
A ticket with a clock on it.
Every ticket carries a category, a first-response target and a resolution target. You can see both, which is the point — an SLA you cannot check is a slogan.
Filed
Category, subject, description. The help centre offers matching articles as you type, and you can close the tab there.
Acknowledged
First response inside the target for its priority. The clock is visible on the ticket, not in a contract you have to go and find.
Worked
One thread, in order, with everyone on it. Attachments and the records in question stay with the ticket.
Resolved
Closed with the answer written down. Reopen it if it was not the answer — that costs you a click, not a new ticket.
Rated
A satisfaction rating on any ticket, including closed ones. We read them.
Emergencies do not wait for a ticket
A driver SOS, a suspected theft or a vehicle that needs immobilising is an operation, not a support case. The driver’s SOS raises a critical alert on your own command centre and notifies their emergency contact directly. Call us in parallel if you want a hand — but the platform has already told the people who can act.
Station partners
A forecourt raising a settlement discrepancy does it from the partner portal, which turns it into a ticket with the transactions already attached.
03Channels· Reaching us
Four ways in, one team behind them.
The desk in Monrovia · English and French
Live chat
Inside the platform, bottom of any screen. The fastest route during working hours — it opens a ticket behind the scenes, so nothing is lost when the conversation ends.
Ticket
Support → New ticket. Carries a category, the thread, and its own SLA clock. Best for anything that needs a record or involves more than one person.
info@kappagee.com reaches the same team. Use it if you cannot sign in — which is exactly when the in-product channels are no use.
Phone & WhatsApp
For a vehicle emergency, a stolen unit, or a forecourt that cannot take cards. A person, not a queue.
3rd Floor, Wheaton Building, Sekou Toure Avenue,
Mamba Point, Monrovia, Liberia
Regional presence in Freetown and Conakry
English and French, across the platform and the desk.
04Service· What we hold to
The numbers we run the platform against.
These are engineering targets we measure, not marketing copy. Where a figure is an aspiration rather than a commitment, it says so.
99.9%
Uptime target
<2s
Telemetry, end to end
<200ms
Fuel authorization
1–3s
Position refresh
Your data stays yours
Every query is scoped to your account in the application and again by row-level security in Postgres. Exports are yours to take at any time, in open formats.
Records that cannot be quietly changed
Fuel transactions are insert-only and the audit log is append-only. Support cannot edit a transaction to make a problem disappear — it can only be reversed, on the record.
Backed up, and restored in practice
Automated encrypted backups to object storage, with restores tested rather than assumed. A backup nobody has restored is a hope, not a backup.
Retention you set
How long history is kept is an account setting, so a five-year grant is not reporting against a ninety-day window.
Connectivity in the field is the one thing we cannot promise, so the platform is built to survive losing it: trackers buffer and forward, the POS authorizes on cached rules, and the driver app queues its work until the signal returns. What happens when the network drops.
NEXTStill stuck