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Two time zones, two local lines, and one inbox that reaches all of it
Reaching a supplier on another continent is mostly a question of arithmetic and addressing. The arithmetic first: Nairobi and Dar es Salaam are on East Africa Time, UTC+3, and Lagos is on West Africa Time, UTC+1. Neither observes daylight saving, so those offsets hold all year and the gap between you and them changes only when your own clocks change. The addressing: [email protected] covers anything before an order, [email protected] anything about an invoice, and a signed-in ticket anything on a live account. Two lines are answered as local numbers in the countries they serve — +254 119 039 063 in Kenya and +255 761 847 121 in Tanzania — and both dial from anywhere in the world in full international format. And if what you want is a running server rather than a conversation, the checkout takes a card in US dollars and needs nobody's permission.
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Kenya — headquarters
LINESERVE, INC. · Lineserve Limited
Utalii Lane, View Park Towers, Nairobi, Kenya
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- Sales & billing: same business day.
- Partnerships: within two business days.
- Support: per your plan's SLA; sign in for priority handling.
- Abuse & security: prioritized and acknowledged quickly.
Business hours are East Africa Time (EAT), with support coverage for live incidents.
Before finance gets involved
The five minutes that decide what your first invoice looks like
One question settles more of an international purchase than any other: which legal entity is buying. Send that to [email protected] before you order — the entity name exactly as its own registry holds it, the country it is registered in, the currency you want to be billed in, and any purchase-order or cost-centre reference that has to appear on the document. Changing it afterwards means credit notes, a reissued invoice and a conversation with somebody's auditor. Changing it beforehand costs one email.
If the buyer sits outside Kenya, Tanzania and Nigeria, you are quoted, invoiced and settled in US dollars by card or bank transfer, and displayed prices exclude tax. If a local subsidiary is the buyer, it can purchase through that country's market instead and be billed in its own currency on local rails — and then its own tax identifiers matter: a KRA PIN for Kenya, a TRA TIN for Tanzania, a Nigerian TIN. Send whichever apply, with the registered name they are held under, and the account is configured once instead of corrected quarterly.
Two things are worth asking for in the same message rather than in a later one. If a quotation has to be attached to a requisition, say so, and it arrives as a document carrying your registered name, your identifiers and the configuration spelled out rather than as a figure in the body of a reply. And if the spend is approved annually, ask about annual billing at the point of order: ten months for twelve on eligible plans, one approval, one payment, one document for the file, in a budget year that has already been signed off.
Seven inboxes, and what goes where
Quotes, configurations and anything before the order to [email protected]. Invoices, payment methods and account changes to [email protected]. Reselling and technology partnerships to [email protected]. Journalists to [email protected]. Network abuse to [email protected] and security disclosures to [email protected], both prioritised at any hour. Anything that fits nowhere else to [email protected]. Sending to the right one is the cheapest speed improvement available.
Where paperwork goes on paper
LINESERVE, INC. is registered at 1111B S Governors Ave, STE 24432, Dover 19904, United States, which is the address for the contract. The Kenyan office, for correspondence and procurement paperwork that has to arrive physically, is on Utalii Lane at View Park Towers, Nairobi 00100. Neither address is a data centre — your instances are in ke-1a, tz-1a and ng-1a, in Nairobi, Dar es Salaam and Lagos.
Displayed prices exclude VAT; where it applies it is calculated and shown separately at checkout. Dedicated servers, colocation and volume commitments are quoted rather than sold from a price list.
Procurement & security review
The questions on your forms, and who answers them
A vendor-onboarding pack from a European or North American buyer asks a predictable set of things about a supplier operating in three countries, and every one of them has an answer that can go on your paper rather than being described on ours. Which legal entity is the counterparty, and where is it registered. Which city and which country each region sits in. Who holds physical access to the hardware. What the uptime commitment says and what it pays out when it is missed. How backups and snapshots behave, and what happens to your data when you leave. Send the questionnaire to [email protected] with its deadline while you are still choosing, because answers gathered early stay off the critical path and answers gathered late become the critical path.
The data-protection questions are the ones worth raising first, because they usually decide the architecture rather than the contract. Data you place in a region is held in that region's city, under that country's law — Kenya's Data Protection Act, Tanzania's Personal Data Protection Act or Nigeria's Data Protection Act — and it is not moved out of the country without your instruction. You remain the controller of it. Your own notices, lawful basis, assessments and regulator registrations stay with your compliance function. Ask [email protected] about a data processing agreement and the current terms before the purchase order rather than after it.
If your review has a security component, [email protected] takes disclosures and is prioritised at any hour, as is [email protected] for anything originating on the network. Those two are worth putting into your own runbook now rather than looking up during an incident, alongside status.lineserve.net, which carries anything affecting a whole region as it develops.
Get a useful first reply
What to send, depending on what you need
Most first emails arrive with half the information in them, and the reply is a request for the other half — which turns a one-message errand into three and costs a day in each direction across a time difference. Here is the other half, by errand.
A quote for a dedicated server or a large deployment
What the workload does today, the vCPU, memory and disk shape you think it needs, which region it belongs in, whether it has to run Windows, and the date it must be live. If you would rather size it by running it, start on a cloud server at $13.89 a month and move up — vCPU, RAM and storage each resize on their own, so that is an afternoon rather than a migration.
A multi-country design you want a second opinion on
Where your users are, where your data has to be held, what already runs and where. Two of the three countries is a common shape, and so is one region beside a hyperscaler you are keeping. Describe the estate and the constraint, and the reply is an architecture — which region holds what, what replicates across, and where the cross-border transfer questions start.
Colocation in Nairobi, Dar es Salaam or Lagos
Your rack layout, power draw per rack, the connectivity you need, and when the hardware ships or clears customs. Colocation is quoted per footprint rather than sold from a price list, and shipping hardware into any of the three countries has a lead time worth planning around — so that conversation belongs before the boxes leave your building, not after they arrive.
A migration you want scoped
Where it runs now and in which country, total data size, the database engine and version, the downtime window your business will accept, and your current DNS TTLs. Those five things are enough to come back with a cutover plan and a date instead of a brochure. Say too if part of the estate genuinely serves users elsewhere: the right answer is often to move some of it and leave the rest where it is.
An invoice, a tax or a payment question
The legal entity being billed, its registered name and tax identifiers, the currency, any purchase-order reference, and the invoice number if one exists already. [email protected] for an existing invoice, [email protected] before you order so the first one is right rather than reissued. If your organisation is inside a mandatory e-invoicing regime in its own country, say so in the same message.
Something is broken right now
Check status.lineserve.net first, because anything affecting a whole region is published there as it develops and you will learn more in ten seconds than a reply could tell you in ten minutes. Then open a ticket signed in, with the region, the instance ID, the first timestamp you saw the problem — in UTC or with the offset stated, since three time zones are in play — and what changed just before. A signed-in ticket arrives with your account attached and is handled to your plan's SLA.
If none of those describe you, write anyway. A plain sentence about what you are trying to run, where your users are and by when, is worth more than any form: [email protected].
Working across the time difference
Where the overlap is, and what to do outside it
The arithmetic, once
Nairobi and Dar es Salaam run on East Africa Time, UTC+3. Lagos runs on West Africa Time, UTC+1, two hours behind them. Neither zone observes daylight saving, so the offset between you and the regions moves only when your own clocks do — twice a year for most of Europe and North America, and never here. From London that puts East Africa three hours ahead in winter and two during British Summer Time, with Lagos an hour ahead in winter and level with you in summer. From central Europe it is two hours and one. From the US East Coast, East Africa is eight hours ahead in winter and seven in summer, and Lagos six and five. A working day of roughly 08:00 to 17:00 is standard in all three countries, Monday to Friday, and all three have a substantial number of public holidays including moveable religious dates.
How to use it
The practical rule is that the overlap sits at one end of somebody's day. From Europe both zones are comfortable: a message sent before lunch lands mid-afternoon in Nairobi and mid-morning in Lagos. From North America the window is narrower and it is yours to open — an early morning on the US East Coast is late afternoon in Lagos and the end of the day in Nairobi, so anything you want moving inside the same working day is worth sending first thing rather than after lunch. From Asia the reverse holds: your afternoon is their morning. Two habits remove most of the friction. Write timestamps in UTC, or state the offset, since three zones are in play. And put everything a reply would need into the first message, because a round trip across eight hours costs a day whatever anyone's response time is.
status.lineserve.net is the fastest channel at any hour for anything affecting a whole region. Abuse and security reports are prioritised at any hour too: [email protected] and [email protected].
FAQ
Questions, answered
Two, both local numbers in the countries they serve, and both dialable from anywhere in full international format: +254 119 039 063 in Kenya and +255 761 847 121 in Tanzania. For everything else — including Nigeria — [email protected] before the order, [email protected] for invoices, and a signed-in ticket for anything on a live account.
Nairobi and Dar es Salaam are on East Africa Time, UTC+3. Lagos is on West Africa Time, UTC+1, two hours behind them. Neither observes daylight saving, so those offsets hold all year and the gap between you and them changes only when your own clocks change.
From Europe it is most of the day: East Africa is three hours ahead of London in winter and two during British Summer Time, and Lagos is an hour ahead in winter and level in summer. From the US East Coast it is narrow and early — East Africa is eight hours ahead in winter, Lagos six — so a message sent first thing in New York lands in the Lagos afternoon and at the end of the Nairobi day.
[email protected] for quotes, configurations and pre-sales. [email protected] for invoices, payment methods and account changes. [email protected] for reselling and technology partnerships. [email protected] for media. [email protected] and [email protected] for network abuse or a security disclosure, both prioritised at any hour. [email protected] for anything else.
status.lineserve.net, before anything else — a region-wide or service-wide event is published there as it develops. If the fault is yours alone, a signed-in ticket carrying the region, the instance ID and a timestamp with its offset is the fastest route to someone who can act on it. In the meantime a snapshot restore, a backup rollback or the browser console will fix a good proportion of single-instance problems without waiting for anyone.
LINESERVE, INC., 1111B S Governors Ave, STE 24432, Dover 19904, United States is the registered corporate address and the one on the contract. The Kenyan office, for correspondence in-country, is on Utalii Lane at View Park Towers, Nairobi 00100. Neither is a data centre.
Yes, and for dedicated servers, colocation and volume commitments you should, because those are quoted against a requirement rather than sold from a price list. Write to [email protected] with the workload, the region it belongs in and the date it has to be live, and say whether a call would help — that is much easier to arrange around a concrete requirement than around a blank page.
Yes, and that is the default for a buyer outside Kenya, Tanzania and Nigeria: quoted in USD, invoiced in USD, settled by card or bank transfer. If a local subsidiary is buying, ask for the quote in KES, TZS or NGN instead and it comes with that country's tax shown separately. Displayed prices exclude VAT.
Send both to [email protected] with the deadline, while you are still choosing rather than after the purchase order. Most of what these packs ask is settled information — the contracting entity, the region and city, the data-residency position, the uptime commitment and its remedy, backup and snapshot behaviour, how to raise an incident — and getting it onto your own paper early keeps the review off the critical path.
Where it runs today and in which country, how much data there is, which database engine and version, the downtime window you can accept, and your DNS TTLs. With those five things a plan comes back in the first reply rather than the third — which matters more than usual when a round trip crosses several hours.
That is a good use of a first email. The short version: put the region where your users and your data-protection obligations are, and use the others for standby, backups or a second market. All three run on one account, one API and one bill. Describe the estate and the constraint and the split is usually obvious in one reply.
[email protected], with what you sell today and roughly how much of it. Agencies, integrators and ISVs delivering into these three countries are a large part of the international account base, and the practical questions — how billing splits, who holds the credentials, who your client contacts at midnight — are worth settling in the first conversation.
Customer references are available under NDA. Tell [email protected] what you are building and which country it is for, and you will be pointed at the closest match.