Contact — Kenya
Talk to someone on a Kenyan line
Kenya is on East Africa Time, UTC+3, and stays there. No daylight saving, no twice-yearly drift, no working out whether the supplier has moved an hour away from you since the last quarter — business hours mean the same thing in January and in July, for you and for whoever picks up. Sales and billing answer the same business day. The Kenyan number is +254 119 039 063; the Kenyan office is on Utalii Lane at View Park Towers in the Nairobi CBD, for anything that has to arrive on paper. And if what you actually need is a running server rather than a conversation, the checkout takes M-Pesa in shillings without a call to anyone.
Sales & quotes
New projects, custom configurations, dedicated servers, colocation, and volume pricing.
Same business day
Technical support
Already running on Lineserve? Sign in to open a ticket for the fastest response.
Response times per your plan SLA
Partnerships
Resellers, technology partners, carriers, and facility partners.
Within 2 business days
Abuse & security
Report abuse, network issues, or a security concern. Prioritized.
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Kenya — headquarters
LINESERVE, INC. · Lineserve Limited
Utalii Lane, View Park Towers, Nairobi, Kenya
You might find it faster here
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status.lineserve.netRead the docs
Guides, API reference, and how-tos for every product.
docs.lineserve.netBrowse pricing
Plans and rates for compute, storage, and colocation.
View pricingWhen to expect a reply
- 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 save a quarter
A Kenyan business buyer has one question that a hosting page rarely answers: will the finance team be able to use this receipt. Kenya's standard VAT rate is 16%, prices here exclude it and it is calculated at checkout, and a Kenyan business cannot claim the expense or the input VAT without a valid tax invoice carrying its own KRA PIN. So the details belong on the account before the first billing run, not in an email thread in April: your PIN, your registered name as KRA holds it, and any purchase order reference that has to appear on the document.
The same conversation is the right place for the shape of the payment. Month to month in shillings suits M-Pesa and other mobile money. A year taken up front — ten months for twelve, one approval and one payment — usually suits a bank transfer, and it lands with a reference your accounts team can reconcile. Card is there for the finance teams that prefer one. Whichever you choose, you are quoted, invoiced and settled in KES, so no exchange rate moves between the approval and the debit.
If a quote has to become a purchase order
Say so in the first email. A quotation that has to be attached to a requisition needs to arrive as a document with your registered name, your PIN and the configuration spelled out — not as a figure in the body of a reply. Sales can send it in that shape from the start, which saves a round trip and, more often, a week.
Who to write to
[email protected] for quotes, configurations and anything before the order. [email protected] for invoices, payment methods and account changes. [email protected] for reseller and technology partnerships. [email protected] and [email protected] are prioritised. [email protected] reaches the company generally, and +254 119 039 063 reaches it faster.
Prices exclude VAT. Ask for anything your finance team requires on the document before you order — it is a five-minute conversation at the start and an awkward one at year end.
Get a useful first reply
What to send, depending on what you need
Most first emails arrive with too little in them, and the reply is a request for the missing half. Here is the missing half, by errand. Any of these can start on the phone instead — +254 119 039 063, or [email protected] if you would rather have it in writing from the beginning.
A quote for a dedicated server
The workload and roughly what it does today, the vCPU, memory and disk shape you think you need, whether it has to be Windows, and the date it has to be live. Anything quoted comes back in KES with the 16% shown separately. If you would rather size it by trying it, start on a cloud server and move up — that is a resize, not a migration.
Colocation in Nairobi
Your rack layout, power draw per rack, the connectivity you need and when the hardware ships. Colocation is quoted per footprint rather than sold from a price list, so the conversation with [email protected] or +254 119 039 063 comes before anything else — including before the boxes leave your office.
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. That is enough to come back with a plan and a cutover night rather than a brochure.
An invoice, a VAT or a payment question
Your KRA PIN, your registered name exactly as KRA holds it, the local purchase order reference your system needs, and the invoice number if one already exists. Send it to [email protected], or to [email protected] before you order so the first invoice is right rather than reissued.
Something is broken right now
Check status.lineserve.net first — anything affecting a whole region is posted there. Then open a ticket signed in, and include the region, the instance ID, the first timestamp you saw the problem in EAT, and what changed before it started. Signed-in tickets arrive with your account attached and are handled to your plan's SLA.
Procurement and vendor onboarding
Send the forms. Your Kenyan supplier is Lineserve Limited, with a Nairobi address and VAT registration in Kenya, so most of a standard vendor pack is a matter of filling in known details. Ask for what your process needs — a sample invoice, the SLA terms, bank details for transfer — while you are still choosing, not after the purchase order is raised.
If none of those describe you, write anyway. A plain sentence about what you are trying to run, and by when, is worth more than a form: [email protected], or +254 119 039 063.
What to expect
During the working day, and outside it
In EAT business hours
Sales and billing come back the same business day; partnerships within two. Nairobi and Dar es Salaam share a timezone, so an East African account is handled in one working day rather than across two. Kenyan public holidays are gazetted and there are several — Madaraka Day, Mashujaa Day, Jamhuri Day and the moveable religious holidays among them — and they shift a same-day reply to the next working day. If something is time-critical, the phone beats email: +254 119 039 063. One piece of Nairobi timing worth holding on to: Kenyan bank hours are shorter than office hours, so a payment that has to clear by transfer wants to leave in the morning, while mobile money settles whatever the clock says.
When it is 2am and something is down
Start with status.lineserve.net, because a region-wide event is posted there before any reply could reach you. Open a ticket signed in — it carries your account, region and instance, and it is handled to your plan's SLA, with coverage for live incidents. Then remember what you can do without waiting for anyone: restore a snapshot, roll back to a scheduled backup, resize an instance that is out of headroom, or get in through the browser console when SSH is the thing that has broken. The ticket that gets solved fastest is the one that arrives with the region, the instance ID, a timestamp in EAT and the last change you made, rather than the words “it is down”.
Abuse and security reports are prioritised at any hour: [email protected] and [email protected].
FAQ
Questions, answered
Yes: +254 119 039 063, alongside [email protected] and the ticket system. Kenya is on East Africa Time year-round with no daylight saving, so business hours mean one thing all year.
Utalii Lane, View Park Towers, Nairobi 00100 — an office in the Nairobi CBD, and the address for correspondence and procurement paperwork. Your servers are in ke-1a, in a Nairobi data centre; the office is not the data centre.
Sales and billing the same business day. Partnerships within two business days. Technical support runs to your plan's SLA, and signing in before you open a ticket is the single thing that speeds it up most, because the ticket then arrives with your account, region and instance attached.
[email protected] for quotes and pre-sales, [email protected] for invoices and payments, [email protected] for partnerships, [email protected] for media, and [email protected] or [email protected] for anything urgent about the network. [email protected] reaches the company generally.
Look at status.lineserve.net. If a whole region or service is affected, it is posted there with updates, which is faster than any reply. If your instance alone is affected, open a signed-in ticket with the region, the instance ID and the first timestamp in EAT.
Yes, and for dedicated servers, colocation and volume commitments you should — those are quoted rather than sold from a price list. Call +254 119 039 063 or write to [email protected] with the workload and the date it has to be live.
Yes. Quotes for Kenyan customers come in KES with the 16% VAT shown separately, and the invoice that follows matches the quote. You are billed and you settle in shillings, so no exchange rate moves between the approval and the payment.
M-Pesa and other mobile money, bank transfer, or card — all in KES. Mobile money suits a monthly bill; a bank transfer suits an annual one or a dedicated server. Ask [email protected] for the transfer details before your payment run so nothing waits on a reply.
Yes — Mombasa, Kisumu, Nakuru, Eldoret and everywhere else reach ke-1a over Kenyan networks, and the phone number and email are the same wherever you are. The region is in Nairobi because that is where Kenyan networks meet each other, not because of who is nearby.
That is a good use of a phone call. The short version: put the region where your users and your data-protection obligations are, and use the other two for standby, backups or a second market. All three run on one account, one API and one bill.
[email protected], with what you sell today and roughly how much of it. Agencies and resellers are a large part of the Kenyan account base, and the practical questions — billing, sub-accounts, who your client calls when something breaks — are worth settling in the first conversation.