Transitioning to a new Human Resources Management System is an exciting step for your business, but we know it can sometimes feel overwhelming. At Nawiri, you are never alone.
Whether you are stuck on a complex payroll calculation, need help setting up custom allowances, or just have a quick question about the latest KRA tax bands, our support ecosystem is built to give you the exact answer you need, exactly when you need it.
The 3 Pillars of Nawiri Support
1. The Knowledge Base (Self-Service)
You are looking at it! Our Knowledge Base is packed with step-by-step guides, video tutorials, and best practices. Use the search bar at the top of the page to find instant answers to almost any question.
2. Live Chat Integration
Need a quick answer? Look for the green chat bubble in the bottom right corner of your screen. Our live agents (and our intelligent Nawiri AI assistant) are standing by to guide you through quick fixes without you having to leave your dashboard.
3. Secure Support Tickets
For complex issues (like payroll discrepancies or custom setup requests), logged-in HR Admins can click the "?" Help icon in their navigation bar to submit a secure support ticket. Our engineering team reviews these priority tickets directly.
Top 5 Recommended "How-To" Guides
To help you hit the ground running, we recommend bookmarking these 5 essential guides. They cover 90% of the daily operations for Kenyan HR managers:
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1. How to Process Your First Monthly Payroll
Learn how to run your payroll, review draft payslips, and approve the final run to generate your KRA and NSSF export files. -
2. Understanding SHIF, AHL, and Statutory Deductions
A breakdown of how Nawiri's automated engine calculates the 2026 statutory rates and applies insurance reliefs. -
3. Creating Custom Allowances and Company Deductions
Need to add a Sacco deduction or a non-taxable Per Diem? Learn how to configure your Payroll Elements securely. -
4. Managing Employee Leave and Absenteeism
How to record special time off, adjust percentages for half-pay, and manage recurring benefits during absences. -
5. The Offboarding Process: Final Dues & Severance
A guide to terminating contracts, calculating leave payouts, and generating official termination letters.
Frequently Asked Questions (FAQ)
What are your support hours?
Our live chat and ticketing desk are monitored Monday through Friday, 8:00 AM to 5:00 PM (EAT). Critical system-down emergencies are monitored 24/7.
Can Nawiri support staff see my payroll data?
No. Your data is strictly siloed and encrypted. Our support agents cannot see your employees' salaries or KRA PINs unless you explicitly share screenshots or grant temporary access inside a support ticket.
How fast do statutory tax laws update?
Instantly. When the Kenyan government passes a new Finance Act affecting PAYE, NSSF, or SHIF, our engineering team updates the central payroll engine. You don't need to download or install anything.
Still need help?
Log in to your dashboard to submit a secure ticket, or open the live chat to speak with our team.
Go to My Help Dashboard