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Terms of Service

SFA Field Service Management

Last updated: November 13, 2026

Introduction

These terms cover your use of the SFA Field Service Management mobile app (Android package ke.co.fsm.android) and the web dashboard that goes with it. We call these together “the App”. The App is provided by Sales Force Automation (“SFA”, “we”, “us”), 6th Floor, Hazina Towers, Nairobi, Kenya.

Please read them before you sign in. By installing or using the App you agree to these terms. If you do not agree, do not use the App.

Who These Terms Apply To

SFA FSM is a business tool. It is sold to companies and other organisations, who then give access to their staff. In these terms:

  • Your organisation means the business that has a subscription with us and set up your account, usually your employer.
  • You means the person using the App, whether you are a technician, a supervisor or an administrator.

If your organisation has signed a separate agreement or order form with us, that agreement covers things like pricing, service levels and support. Where it says something different from these terms, the signed agreement applies.

What the App Does

The App is used for:

  • Receiving job assignments and work orders
  • Navigating to customer sites and checking in on arrival
  • Updating job progress and recording parts or materials used
  • Capturing photos, notes and customer sign-off on completion
  • Giving managers live job status, schedules and service reports

Which features you can see depends on the plan your organisation has chosen and the permissions your administrator has given you.

Your Account

Your account is created by your organisation’s administrator. You can’t sign up for one yourself. Your administrator can change your permissions, reset your password or switch off your account at any time.

  • Keep your login details to yourself.
  • Do not let anyone else use the App while signed in as you. Anything recorded under your account will be treated as done by you.
  • If you think someone else has used your account, tell your administrator straight away, or contact us at info@sfa.co.ke.

Location and Device Permissions

The App uses your location to help dispatchers assign the nearest available technician, to confirm arrival at the customer’s site, and to keep customers updated on when to expect you.

To do this, the App may need to read your location while it is open and, if you allow it, in the background during working hours. It may also ask for access to your camera, photos and storage so you can attach pictures and documents to your records. You can change these permissions in your phone’s settings, but some features will not work without them.

Location and activity recorded in the App is shared with your organisation, because that is what the App is for. How we handle this information is explained in our Privacy Policy.

Work on Customer Sites

Photos, notes and signatures captured in the app are records of work carried out for your organisation’s customers. Only take photos that are needed for the job, and avoid capturing people or private areas that are not part of the work.

Your organisation is responsible for telling its customers that photos and signatures will be captured, and for any consent needed to do so.

The app helps you organise and report on work. It does not give technical, safety or engineering instructions, and it does not replace your organisation’s own safety procedures on site.

Using the App Properly

When using the App, you must not:

  • Record visits, check-ins, jobs, orders or payments that did not happen, or change records to give a false picture of your work
  • Use fake GPS apps, location spoofing or any other method to hide or change your real location
  • Try to see data belonging to another organisation, or data in your own organisation that you have not been given access to
  • Copy, change, reverse engineer or resell the App, or try to get around its security
  • Upload viruses or other harmful files, or use automated tools that put an unusual load on our systems
  • Use the App for anything unlawful

We may suspend an account that is being used in any of these ways, and we may let your organisation know why.

Your Organisation’s Data

The customer lists, orders, visit records, reports and other business information entered into the App belong to your organisation. We store and process that information to run the App for them, and we do not sell it or use it for advertising.

Your organisation decides who can see its data and how long it is kept. If you want a copy of your own personal data, or want it corrected or deleted, you can ask your organisation or contact us. More detail is in our Privacy Policy.

Working Offline

The App lets you keep working where the network is weak. Records made offline are saved on your phone and sent to the server the next time you are connected. Until that happens, they exist only on your device. If you uninstall the App, clear its data or lose the phone before it syncs, those records may be lost. Open the App with a connection regularly so your work is saved.

Subscriptions and Payment

The App is free to download, but it only works with an active subscription paid by your organisation. There are no in-app purchases, and you will never be asked to pay for the App yourself.

Subscription fees depend on the number of users and the features your organisation needs, and are agreed in a quote or order form. Unless the quote says otherwise, fees are billed in advance and exclude VAT. If an invoice remains unpaid after we have sent a reminder, we may limit or suspend access until it is settled.

Third-Party Services

The App can connect to other systems your organisation uses, such as accounting and ERP software (for example QuickBooks, ERPNext, SAP Business One or Zoho), maps and payment services. Those services are run by other companies under their own terms. We are not responsible for how they work or for any errors in data that comes from them.

Availability and Support

We work to keep the App running and available, but we cannot promise that it will never be interrupted. We sometimes need to carry out maintenance, and where we can, we will do this outside normal working hours and let administrators know in advance.

We update the App regularly to fix problems and add features. Some updates may be required for the App to keep working, so please keep it up to date.

If you need help, speak to your administrator first. They can reach our support team directly.

Ownership of the App

The App, including its software, design, name and logos, belongs to SFA. Your organisation’s subscription gives its users the right to use the App for their work. It does not transfer any ownership. If you send us ideas or suggestions, we may use them to improve the App without owing you anything for them.

Ending Your Use of the App

Your access ends when your organisation closes your account, for example when you leave the company, or when its subscription ends. You can stop using the App at any time by signing out and uninstalling it.

When a subscription ends, your organisation can ask us for an export of its data within 30 days. After that, we delete the data from our live systems, apart from anything we are required by law to keep.

Limits of Our Responsibility

We provide the App “as is”. We take care to make it reliable and accurate, but we do not promise that it will be free of errors or suitable for every purpose. Business decisions made using reports from the App remain your organisation’s responsibility.

As far as the law allows, we are not liable for indirect losses such as lost profits, lost sales or lost business opportunities. Our total liability to your organisation in any 12-month period is limited to the subscription fees it paid us in that period.

Nothing in these terms takes away any rights you have under the laws of Kenya, including the Consumer Protection Act, 2012, that cannot be excluded by agreement.

Changes to These Terms

We may update these terms as the App changes or when the law requires. We will post the new version on this page and change the “Last updated” date. If a change is significant, we will also let administrators know by email or in the App. If you keep using the App after a change, you accept the updated terms.

Governing Law and Disputes

These terms are governed by the laws of Kenya. If you have a complaint, please contact us first so we can try to resolve it. If we cannot agree, the matter will be decided by the courts of Kenya.

Contact Us

If you have any questions about these terms, you can contact us:

See also our Privacy Policy.