Contact — Uganda
Send one email and get an answer back, not a question
A first email to a hosting company usually arrives missing the one detail that would have let somebody answer it, so the reply is a question and a one-day errand becomes a three-day one. Everything below is that missing detail, sorted by what you are trying to do. Uganda runs on East Africa Time, UTC+3, with no daylight saving, so a time written here means the same thing in January as in July. Put these details in the first message and the first reply can be a quote, a plan or a straight yes. And if you want a running server rather than a conversation, the checkout takes shillings from a wallet, a bank or a card without anyone's approval.
Sales & quotes
New projects, custom configurations, dedicated servers, colocation, and volume pricing.
Same business day
Technical support
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Response times per your plan SLA
Partnerships
Resellers, technology partners, carriers, and facility partners.
Within 2 business days
Abuse & security
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Kenya — headquarters
LINESERVE, INC. · Lineserve Limited
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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
Two things worth settling in writing first
The first is the document. Send your TIN, your registered name exactly as URA holds it, and any purchase-order reference to [email protected] before you order, and they are on the invoice from the first billing run rather than reconstructed in April. Uganda's standard VAT rate is 18%, administered by the Uganda Revenue Authority, and hosting is not a borderline case: URA's published list of taxable electronic services opens with the words "web hosting", ahead of software, streaming and databases. Displayed prices exclude VAT, so the figure in your forecast stays an infrastructure figure and the tax sits on its own line where your accountant expects to find it.
The second is withholding, and it is far better raised at the quotation than discovered at the payment run. Uganda replaced its 5% digital services tax on 1 July 2025 with a 15% final withholding tax on income non-residents derive from digital services supplied to users in Uganda, and sections 83 and 84 of the Income Tax Act apply 15% to international payments and to non-resident service contracts, subject to treaty relief. Where your particular purchase sits against those provisions is a question for your own tax adviser, against your own facts. What is worth doing now is asking [email protected] for whatever supplier details that review needs, so the answer arrives before the invoice does.
Six inboxes, and what goes where
[email protected] before an order exists; [email protected] once one does. [email protected] if you resell or build on the platform, [email protected] for media, and [email protected] or [email protected] for network abuse and security disclosures, both prioritised at any hour. [email protected] catches the rest. Picking the right one is the cheapest day you will ever save.
If a grant line or a budget year is paying for it
Say which, and when it closes. Annual billing at ten months for twelve gives you one approval, one payment and one document for the file, which suits a programme budget or a donor line far better than twelve small ones. Ugandan NGOs, universities and contractors buy this way as a matter of course, and lining the invoice up with the funding calendar at the start is much easier than reconciling it against one afterwards.
Whatever your finance or procurement process needs on the document, ask for it before the order rather than after. Five minutes then; a reissue and a chased approval later.
Get a useful first reply
What to put in the email, by what you are asking for
Seven common errands. Each has two or three specifics behind it that turn a thread into a single reply, and none of them needs a form or a call first.
A quote for a dedicated server
The workload as it runs today — what it does, what it sits on now, and where it hurts — plus whether Windows is a requirement and the date it has to be live. Ugandan quotes come back in shillings. And if the honest answer is that you do not yet know the shape, say so: start on a cloud server, watch it for a month, then grow it one dimension at a time up to 32 vCPU and 64 GB, rather than buying a guess and living with it.
Colocation in Kampala
Your rack elevation, power draw per rack, the connectivity you want, and when the hardware ships or clears customs. Colocation is quoted per footprint rather than sold from a price list. Start that conversation earlier than you would in a coastal market: equipment bound for Kampala arrives through Mombasa or Dar es Salaam and travels inland by road or rail, so the shipping and clearing leg is a real part of the timeline rather than a formality at the end of it.
A migration you want scoped
Five things: where it runs now and in which country, how much data there is, the database engine and version, the outage your business will genuinely tolerate, and your current DNS TTLs. That is enough for a cutover plan with a date on it. Add anything seasonal — a harvest, a term start, a month end — because in practice that is what decides which weekend the move happens on.
An invoice, a VAT question or a payment question
Your TIN and your registered name exactly as URA holds it, the business registration number if that is how your entity is identified, any purchase-order or cost-centre reference your system requires, 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. If your own EFRIS obligations shape what your accounts system has to receive, say that in the same message — information technology and communications is one of the twelve sectors URA named.
Something is broken right now
status.lineserve.net answers this faster than any person can, because region-wide events are published there while they are still developing. If that page is clear, the fault is probably yours alone — and a signed-in ticket is the route to somebody who can act on it, carrying the region, the instance ID, the first EAT timestamp you saw and the last change you made. It arrives with your account already attached and is handled to your plan's SLA.
A donor pack, a procurement form or a security review
Send the forms and the deadline together, while you are still choosing rather than after the requisition is raised. Ugandan vendor-onboarding and donor due-diligence packs tend to ask the same set of things — who the supplier is, which country the data physically sits in, who is controller and who is processor, what the uptime commitment says and what it pays, and what happens to your data when you leave. Every one of those has a settled answer that can go straight onto your paper.
You build systems for other people
Agencies, software firms and integrators in Kampala usually want the same thing: many client environments, one account, one shilling bill, and a per-client cost they can mark up cleanly. Write to [email protected] with what you build and roughly how much of it, and settle the awkward questions early — how the billing splits, who holds the credentials, and who your client rings at midnight when theirs is the site that is down.
None of those describe you? Write anyway. One plain sentence about what you are trying to run, and when it has to be live, gets further than any form: [email protected].
What to expect
During the working day, and outside it
The Ugandan week, and the clock you share
The commercial day here generally runs 08:00 to 17:00, Monday to Friday, with Sunday the usual rest day. The mechanical detail worth holding on to is the clock: Kampala is on East Africa Time at UTC+3, exactly the same offset as Nairobi and Dar es Salaam, and two hours ahead of Lagos — so a change window agreed with a colleague in ng-1a is not the hour you both assumed unless somebody says which zone it is in. The calendar has its own shape too. Martyrs' Day on 3 June draws one of the largest gatherings in the country and Kampala feels it, Independence Day falls on 9 October, the two Eid dates move each year, and a Ugandan public holiday landing on a weekend stays on that date rather than shifting to the Monday. Plan approvals and cutovers around those rather than into them.
When it is 02:00 and something is down
status.lineserve.net first, because a region-wide event is posted there while a reply is still being typed. Then a signed-in ticket, which carries your account, region and instance and is handled to your plan's SLA, with coverage for live incidents. In between sit the fixes that need nobody at all: restore an on-demand snapshot, roll back to last night's scheduled backup, resize an instance that has run out of room, or get in through the browser console when SSH is the thing that broke. A ticket naming the region, the instance, an EAT timestamp and your last change gets an answer; one saying the site is down gets a question.
Security disclosures and network abuse are prioritised whatever the hour — [email protected] and [email protected]. Migration planning and assistance carry no extra charge.
FAQ
Questions, answered
It depends which kind of answer you want. Anything commercial — a quote, a configuration, a procurement pack — goes to [email protected], and the more of this page's detail you put in it the shorter the thread. Anything technical on a live account goes into a signed-in ticket, which is the only channel that already knows which account, region and instance you mean. Anything that might be affecting everybody is on status.lineserve.net before either of them.
East Africa Time, UTC+3, all year. Uganda has never observed daylight saving, so a time written in EAT means the same thing in every month of the year. Worth keeping in mind across regions: Nairobi and Dar es Salaam are on the same clock as Kampala, while Lagos is on West Africa Time at UTC+1 — two hours behind you.
Before an order: [email protected]. After one: [email protected], for invoices, payment methods and account changes. If you resell or build on the platform: [email protected]. Media: [email protected]. Network abuse and security disclosures: [email protected] and [email protected], prioritised at any hour. Anything that fits none of those: [email protected].
Open status.lineserve.net. Region-wide and service-wide events are published there as they develop, so ten seconds tells you whether this is your problem or everybody's. If it is yours, raise a signed-in ticket with the region, the instance ID and an EAT timestamp. Then keep working: a snapshot restore, a backup rollback or the browser console clears a good share of single-instance faults without waiting for anyone.
Yes — and for dedicated hardware, colocation and anything with volume behind it you should, because those are quoted against a requirement rather than picked off a price list. Send [email protected] the workload, the shape you think it needs and the live date, and mention that a call would help. A conversation arranged around a concrete requirement goes somewhere; one arranged around a blank page rarely does.
In shillings is the only way a Ugandan quote comes, and the invoice behind it matches the quote it came from. Nothing in the chain is denominated in anything else, so a figure approved in March is still the figure billed in June — which matters when a Ugandan approval chain runs through a board, a grant officer or a parent institution. Displayed prices exclude VAT, with Uganda's 18% shown separately at checkout.
In shillings, by MTN Mobile Money, Airtel Money, bank transfer or card. Both wallets are supported rather than one. A monthly plan is an ordinary wallet-sized payment; a dedicated server, several instances at once or a year taken up front usually goes by transfer instead, since wallet limits are set by your operator and your account tier. Ask [email protected] for the transfer details and the reference before your payment run.
Your TIN and your registered name exactly as URA holds it, plus any purchase-order or cost-centre reference your system requires. Send them to [email protected] before you order and they appear from the first billing run. Ugandan input VAT recovery turns on the purchase being supported by the right document, so five minutes at the start of the relationship is worth considerably more than an hour at the year end.
Five things, and a plan comes back in the first reply rather than the third: the current location and country, the data size, the database engine and version, the outage you can accept, and your DNS TTLs. Then tell us about your peak, because Uganda's peaks are unusually shaped. A lender at month end, an exporter through the coffee season and a programme office at reporting deadline are three different sizing problems wearing the same shirt.
Only the travel you will never need to do. The email addresses and the ticket system are identical wherever you are, and ug-1a is in Kampala because that is where Ugandan networks meet each other and where the national backbone converges, not because of who happens to be nearby. Upcountry users reach a Kampala server over domestic fibre rather than an international path, which is the part that actually matters to your customers.
[email protected], with the deadline attached, and ideally while you are still choosing rather than once the requisition is moving. Almost everything these packs ask for is settled information: the contracting entity, the region and the city it is in, the residency position under Uganda's Data Protection and Privacy Act, the uptime commitment and what it pays, how backups and snapshots behave, and how an incident is raised. Getting those onto your own paper early is what keeps a review off the critical path.