OUR PROMISE TO YOU

We believe great service is built on clarity, reliability, and partnership. This Charter expresses what you can expect from us—and what we ask of you to help us deliver excellence.

1. Our Promise to You

a) Reliability & Uptime

• We commit to delivering high-availability telematics and ICT services with minimal interruptions.

• We ensure continuous monitoring of our platforms to provide real-time access to your data.

b) Accuracy & Data Integrity

• We promise precise and timely information from all our solutions; including tracking, IoT sensors, fuel management, and fleet analytics.

• We safeguard the confidentiality and integrity of your data at all times.

c) Customer Support That Cares

• Our support team is available to assist promptly through phone, email, or service ticket.

• We aim to resolve all service issues within defined SLA timelines.

• We escalate critical issues with urgency and transparency.

d) Professional Service Delivery

• All installations, configurations, and technical work will be performed by certified and trained technicians.

• We provide clear documentation, handover reports, and training for every deployment.

e) Continuous Improvement

• We commit to regular upgrades, feature enhancements, and performance improvements across all our platforms.

• Customer feedback is actively reviewed and integrated into product evolution.

2. How We Serve You

a) Clear Communication

We provide:

• Accurate service information

• Transparent pricing

• Timely updates on tickets, deployments, and platform enhancements

• Advance notice of planned downtime or major changes

b) Service Level Standards

• Response Timeline: Within the same business day

• Issue Classification: All incidents are categorized to ensure fair and consistent handling

• Resolution Commitments: Based on fault severity and SLA agreements

c) Data Privacy & Security

• We adhere to industry best practices for data protection.

• We ensure secure handling, storage, and transmission of all customer data.

• We do not share customer information with third parties without consent.

3. Our Expectations from You

To serve you effectively, we request customers to:

• Provide accurate account and operational information.

• Notify us promptly of any service issues, malfunctioning devices, or changes in fleet operations.

• Ensure availability of assets and personnel for installations and maintenance.

• Settle invoices within agreed timelines.

• Use systems and platforms in line with their intended purpose and applicable laws.

4. Feedback & Complaints Handling

We value your feedback and see every complaint as an opportunity to improve.

Our Commitment:

• We acknowledge complaints within 24 hours.

• We provide a resolution plan promptly.

• We follow up to ensure satisfaction after closure.

• We track customer feedback to eliminate recurring issues.

You can contact us at:
Email: support@tlgroup.africa
Phone: +254 736 559 003
Website: www.tlgroup.africa

5. Our Commitment to Ethical Business

Translog Group upholds:

• Integrity in all business dealings

• Fairness and transparency

• Respect for customer confidentiality

• Compliance with national and international standards

We are committed to delivering technology solutions that empower our customers to operate efficiently, safely, and sustainably.

6. Continuous Partnership

As your trusted partner in telematics and digital fleet solutions, we commit to walking with you—proactively, innovatively, and consistently.

We exist to help your business move smarter, act faster, and operate with confidence.