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Get in Touch
Contact Kesem Solutions for a quote, general enquiries, or technical app issues.
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Reach out using the details below or by filling in the form.
Address
- 5A Hartnett Close, Mulgrave, 3170
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FAQ
How do I get technical support for my app?
For any technical issues, please describe the problem in detail using the contact form, and we’ll provide timely assistance.
Can I schedule a consultation with Kesem Solutions?
Absolutely! Reach out using the contact form, and we’ll schedule a time to discuss your project or answer any questions you have. We’re available for both in-person and virtual consultations.
What kind of post-deployment support do you provide?
Kesem Solutions provides comprehensive post-deployment support, including monitoring, performance optimisation, bug fixes, and feature enhancements. We also offer proactive system health checks and periodic updates to ensure solutions remain secure, scalable, and aligned with evolving client needs.
How do you handle model updates and improvements over time?
At Kesem we follow a continuous improvement cycle, monitoring model performance in production and retraining or fine-tuning as new data becomes available. Our modular AI and RAG architecture allows us to swap or upgrade models seamlessly without disrupting client applications.
Who will be responsible for ongoing project support and issue resolution?
Our dedicated support team—comprising developers, AI specialists, and project managers—handles ongoing support. Each project is assigned a lead contact to coordinate issue resolution, ensuring accountability and direct communication with the client and continue improvements and enhancement of the user experience.
What security measures are in place to protect customer data from breaches or unauthorized access?
Kesem Solutions employs a layered security framework combining technical, organisational, and procedural controls. All data is encrypted both in transit (TLS/SSL) and at rest (AES-256 or equivalent). Access to systems is role-based, with multi-factor authentication and principle of least privilege enforced across environments. We monitor systems continuously for anomalies and use intrusion detection/prevention tools to detect potential threats early. Sensitive workloads can be isolated within virtual private clouds (VPCs) or on-premise deployments for additional protection. Our development follows secure coding practices, with peer reviews and automated vulnerability scanning to reduce risks at source. Periodic penetration testing and third-party audits validate the resilience of our systems. In the event of an incident, a defined incident response plan ensures rapid containment, notification, and remediation. By aligning with global standards such as ISO 27001 and GDPR, we maintain customer trust and safeguard sensitive data at every stage.
How quickly can I expect a response after reaching out?
We aim to respond to all inquiries within one business day. For urgent matters, please indicate that in your message, and we’ll do our best to prioritize it.
What information should I include when contacting you?
Please provide your name, email, and a brief description of your inquiry or project. If you’re requesting a quote, it’s helpful to include details such as the project scope, timelines, and any specific technologies you require.
How do you ensure data privacy and security in AI solutions?
Kesem enforces strict data governance, including encryption in transit and at rest, role-based access controls, anonymisation of sensitive data, and compliance with relevant regulations (GDPR, HIPAA, TGA). Where required, we support on-premise or VPC deployments to maintain client control.
What channels of customer support do you offer (chat, email, phone, etc.)?
Kesem Solutions offers multi-channel support including email, phone, and scheduled video calls. For enterprise clients, we can also set up dedicated Slack or Teams channels to enable fast, collaborative communication.
How quickly can customers expect responses and issue resolutions?
We commit to timely responses based on agreed service-level objectives: typically within 24 hours for non-critical issues and within 2–4 hours for high-priority incidents. Resolution times depend on complexity, but critical fixes are prioritised and addressed immediately. JIRA, Trello can be used for selected costumers.
How do you collect, use, and store personal and sensitive customer data?
At Kesem Solutions, we follow a “privacy-by-design” approach. Personal and sensitive data is collected only when essential for delivering the agreed solution, and always with explicit client consent. We minimise collection to the least amount necessary, applying anonymisation or pseudonymisation where possible to reduce exposure. Data is used strictly within the scope of the project—for example, powering AI models, enabling user authentication, or supporting analytics—with no secondary use without client approval. Storage is handled through secure, compliant infrastructure, leveraging encrypted databases, cloud services with strong SLAs, or on-premise systems if required. We categorise data by sensitivity, applying additional safeguards for health or financial information. Regular audits, access logging, and version control are maintained to ensure data integrity and traceability. Clients retain ownership of their data, and retention periods are defined clearly in contractual agreements, with secure disposal protocols once the project lifecycle ends.