Frequently Asked Questions
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General
What services does Bitlink offer?
Bitlink provides ICT outsourced services, software licences and subscriptions, healthcare IT solutions (PACS, RIS, personal health devices), and power solutions including construction and maintenance of overhead transmission and distribution lines.
Where is Bitlink located?
Our office is at ACK Garden House, 2nd Floor, 1st Ngong Avenue, Upperhill, Nairobi, Kenya. We serve clients across Kenya and East Africa.
How long has Bitlink been operating?
Bitlink Company Ltd. was founded in 1998. We have over 25 years of experience providing ICT and power solutions to organisations in Kenya and East Africa.
ICT Services & Support
What is a managed IT service?
A managed IT service means Bitlink takes responsibility for maintaining and monitoring your IT infrastructure on an ongoing basis. Instead of calling us only when something breaks, you get proactive monitoring, regular maintenance, and fast response times — all for a predictable monthly fee.
How do I raise a support request?
You can reach us by phone on +254 20 2727904 or +254 750 891010, or submit a request via our contact form. Existing managed service clients can contact their dedicated account manager directly.
Do you offer on-site support?
Yes. Depending on your service agreement, our engineers can visit your premises in Nairobi and selected locations across Kenya. We also offer remote support for many issues that do not require a physical visit.
What are your support hours?
Our standard support hours are Monday to Friday, 8 am – 6 pm EAT. Emergency support outside these hours is available for managed service clients — please speak to your account manager for details.
Licencing & Procurement
Can you help us purchase Microsoft 365 licences?
Yes. Bitlink is an authorised reseller for Microsoft 365. We can advise on the right plan for your team size, handle procurement, and provide onboarding and ongoing support.
Do you offer volume licensing for anti-virus software?
Yes. We supply ESET Anti-Virus and other security products at volume pricing for businesses. Contact us to get a quote for your number of devices.
What is the turnaround time for software procurement?
Most software licences are delivered electronically within 1–3 business days of payment confirmation. Hardware procurement timelines vary by product and availability — we will give you a specific estimate when you request a quote.
Healthcare IT
What is a PACS system and does my hospital need one?
PACS (Picture Archiving and Communication System) is a digital system for storing, retrieving, and sharing medical images such as X-rays, CT scans, and MRIs. If your facility currently stores images on film or manages them manually, a PACS system will significantly reduce costs and improve access to diagnostic information.
Do you supply personal health devices?
Yes. We supply wearables and home-use health monitoring devices including blood pressure monitors, pulse oximeters, and other connected health devices suitable for both personal and clinical use.