Every request and every failure captured the moment it happens — on WhatsApp, Teams, USSD, voice, email or the app — into one record that knows which asset, which service, which site, which supplier and which regulator it touches; resolved against service levels that understand power, connectivity and place; changed through a governed process that rehearses before it releases; and proven to boards, auditors and regulators from the record itself.
A thread. A phone call to “the IT guy”. An email that may or may not be seen. In the more organised cases, an Excel log that records that a ticket was closed but not what it cost, what caused it, or what changed. Incidents are not linked to the assets that failed. Changes are not risk-assessed against the services they touch. Knowledge leaves when the engineer leaves. And when a regulator asks “when did you detect it, what did you do, and can you prove it?” — the answer is reconstructed from screenshots.
The grid collapsed roughly twelve times in 2024, four in 2025, twice in January 2026 alone. 70.7% of firms own or share a generator. A tool that calls a dark branch a “network incident” sends an engineer to a router that is fine, behind a feeder that is not.
One SLA cannot fairly govern a head office on 20-hour Band A supply and a branch in a Band D locality on VSAT with a generator rationed to eight hours. Global tools model time zones; Nigeria needs the platform to model power zones.
GTBank’s annual core software licences were reported at up to ₦25 billion. No asset tool in the market shows a Nigerian CIO every licence, its currency, its renewal date, and what a 20% naira step does to next year’s run-rate. Here, ITAM is FX risk management.
A Lagos IT support technician earns a median ₦184,000 a month; an ITIL 4 Foundation costs ₦1.3–1.8 million all-in — seven to ten months of that salary. You cannot buy process maturity through certification at scale. It has to come from the tooling.
A self-assessment every 28 February. Threat intelligence by the 5th of every month. Quarterly board reports, annual NDPC filings, annual VAPT, quarterly restore tests, NCC submissions per event. Today each is a scramble owned by whoever the CISO trusts.
Facilities takes generator faults by phone. HR takes leave and letters by email. Admin fields ID-card requests through personal assistants. Procurement’s status is discovered by walking to the office. 51% of organisations globally are pursuing one catalogue, one record, one engine.
Eight seconds of Pidgin from a teller who is not going to open a portal. Transcribed, translated, categorised, de-duplicated against open incidents, and bound to her identity by a phone-to-directory OTP she answered once, months ago. She never left the thread she was already in.
Channel-born recordThe ticket knows which asset failed, which service that asset carries, which site it sits on, which supplier owns the link, and which regulator governs the failure. The SLA is computed for that place — a Band D branch on VSAT with a generator rationed to eight hours does not inherit the head-office target.
Place-aware SLAFour more branches in the same DisCo area open tickets within ten minutes. Grid notices, NCC outage data, ISP status feeds and generator telemetry are already events on those site nodes, so the engine proposes a single parent incident with a power cause before anyone is dispatched. Our clock pauses for a supplier-attributable reason; the supplier’s own clock starts.
Correlation before dispatchClassification says payment rail and personal data, so the obligations appear as live timers with named owners: the CBN’s 24-hour cyber-incident report in its own prescribed template, the NDPC’s 72-hour breach notification. Each carries an evidence checklist — timeline, affected assets and data classes, actions, communications, root cause — that the platform fills from the record as the incident unfolds.
Compliance as configurationThe quarterly cyber report the CBN requires, drafted from the record in the regulator’s format and approved by a human before it leaves. Beside it, the number no Nigerian IT head can currently put in front of a board with evidence: how much of the quarter’s downtime was ours, and how much was Nigeria’s.
Proven from the recordThe global leaders define the feature baseline and are, on Gartner’s own reading, over-bought by eight in ten of their customers. The gap in Nigeria is not a feature gap. It is a fit gap.
WhatsApp Business API first: message a number, be identified by phone-to-directory binding with a one-time OTP, describe the problem in text or voice note — transcribed and translated from Pidgin, Hausa, Yorùbá or Igbo — attach a photo, get a ticket number and an expected resolution time in the same thread. Identical in Teams, Slack and Google Chat; degrades to SMS keyword, USSD menu and IVR on a 2G handset. Nobody has to be taught to visit a portal.
On classification, every ticket computes the obligations it triggers and displays them as live timers with owners: CBN 24-hour cyber report, ngCERT 72 hours, NDPC 72-hour breach notice, PenCom 72-hour critical incident, NCC outage-portal submission with its 24-hour compensation threshold. Each has an evidence checklist the platform fills from the record, and the report generates in the regulator’s own format. No global platform ships this content for Nigeria.
A playbook mode for the class of change that hurt the country in 2024: readiness gates, rehearsal counts, parallel-run results, rollback evidence, regulator pre-approval workflow, and a blackout calendar pre-loaded with salary days, month-end, public and religious holidays, JAMB windows and election periods. The risk engine scores blast radius, dependency depth, historical failure rate and freeze proximity — and can refuse a window.
Grid-collapse and feeder notices, DisCo Band tariff schedules, NCC outage data, telco and ISP status feeds, fibre-cut reports, subsea advisories, generator telemetry and diesel logs — modelled as events on the site nodes of the service graph. Five branches in one DisCo area within ten minutes becomes one parent incident with a power cause, before anyone is dispatched.
An ARM edge appliance per branch, campus, depot or clinic that caches the site’s assets, users, open tickets, knowledge and runbooks; accepts tickets from the LAN, an SMS gateway and a local WhatsApp relay when the WAN is down; and syncs conflict-free when connectivity returns. The platform is meant to be evaluated at a Band D branch during a grid collapse, not at a Lagos demo.
One codebase, four topologies: multi-tenant SaaS in a Nigerian Tier III facility with NITDA cloud-register certification; single-tenant private cloud in the customer’s own account or on Galaxy Backbone’s 1Government Cloud; on-premises; and air-gapped for CNII operators. Data residency is a tenant attribute and encryption keys can be customer-held.
Every contract, subscription and licence with its currency, cadence, renewal date, seat count and utilisation. Total dollar exposure, the naira run-rate at today’s rate and under ±10/20/30% FX scenarios, renewals in the next 90 days, unused seats, duplicate tools, and candidates for naira-billed substitution — with the savings pushed to Korevra BudgetGrid as budget lines.
Installable, versioned bundles that configure the platform for a regime: CBN Bank Pack, PenCom Pack, NDPA Pack, NCC Telco Pack, SEC and NAICOM packs, and the NITDA Government Pack. Each carries a control library with evidence mappings, so an ISO 20000 or ISO 27001 audit becomes a report run rather than a six-month project. Korevra maintains them as the law changes.
ISPs, telcos, hardware maintainers, diesel suppliers, generator technicians, cloud providers — each with contracted service levels. Incidents and pauses are attributed to suppliers automatically, service credits and NCC-framework compensation are computed, a monthly scorecard is produced, and the claim is handed to BudgetGrid for recovery. Money most Nigerian organisations never collect.
The same catalogue, workflow engine, SLA engine and channels serve HR, Facilities, Admin, Procurement, Legal, Finance and Security — each with its own agents, forms and SLAs, behind one employee-facing front door on WhatsApp and Teams. Born as an ESM platform with an IT accent, not an IT tool with ESM bolted on.
When HR marks a leaver, SureDesk generates a handover pack: every CI the person owns, every open ticket and change, every runbook and article they authored, every supplier contact and credential to revoke, and a gap list of undocumented CIs they touched most. It becomes a workflow with a successor and a deadline. Nothing leaves with the engineer.
Each site node carries its business calendar, power band and posture (grid hours, generator, solar, UPS runtime), connectivity class (fibre, microwave, VSAT, mobile) and travel-time profile. Targets are computed per site class, breach prediction accounts for local conditions, and dispatch batches visits by locality against security and road advisories — feeding a branch health score a regional head can read without an IT vocabulary.
Voice-note tickets, IVR intake, spoken status updates and knowledge answers delivered as short audio in the requester’s language — because tellers, drivers, security staff, field agents and nurses do not write English on a phone with ease, and because voice is the channel a 2G handset always has. 2G is still 35.93% of Nigerian connections.
For banks and telcos whose failures are national news: a branded public status page fed by the major-incident record, automatic NCC outage disclosures, and a customer-service module carrying CBN complaint handling and failed-transaction reversal timelines — so customer complaints, internal incidents and regulator reports are one chain of evidence rather than three departments’ spreadsheets.
Multi-tenant domain separation with per-client branding, catalogues, SLAs, knowledge, reporting and billing; a partner console to run fifty clients from one screen; usage-based wholesale pricing; and white-label rights under the Korevra Partner Programme. Conglomerates run the same machinery for shared services with inter-company chargeback into BudgetGrid.
An opt-in, anonymised maturity and performance benchmark — tickets per user, first-contact resolution, MTTR by cause, change failure rate, SLA attainment, Nigeria-attributable downtime share — reported against peers in the same segment. It gives a CIO the sentence they need in a board meeting, and gives the country a dataset it has never had.
No features in that theme.
The service model treats power, generators, diesel, UPS runtime, ISP links and fibre routes as first-class configuration items — and the incident engine correlates an outage with an external infrastructure event before it dispatches anyone.
A 600-branch bank, a telco with 97 million subscribers, a state ministry, one of 309 universities, a 40-person fintech, a managed service provider running IT for fifty clients — one platform, one graph, different packs.
Banking
The most regulated, best-funded and most publicly burned segment. Full ITIL/ISO 20000 stack, CBN-mapped compliance, core-system change governance, branch-aware SLAs across roughly 5,100 branches, ATM and POS fleet management, third-party risk and a board-grade reporting layer.
Telecoms
189 million subscriptions, the NCC outage directive and its subscriber-compensation obligations, thousands of towers and fibre routes as configuration items, field dispatch at scale — with an ISO 20000 precedent already set locally by MTN Nigeria in April 2024.
Pensions & markets
PenCom’s revised ICT Guidelines of August 2025 demand a change advisory board, a 72-hour incident-reporting clock, an asset inventory with configuration interdependencies and ISO 27001 certification within two years. The PenCom and SEC packs ship all four as configuration.
Government
Between 900 and 1,300 MDAs, a 56% IT project failure rate by NITDA’s own admission, and the 1Government Cloud consolidation on Galaxy Backbone from June 2026. A Government Edition on sovereign infrastructure, procured under IT Project Clearance with indigenous-software preference.
Industry
Multi-entity groups — the Dangote Group ran 150+ agents across 19 subsidiaries on an imported tool — with OT/IT convergence, plant and depot sites on heavy power dependence, and inter-company chargeback into BudgetGrid.
Education & health
309 universities, campus networks, e-learning platforms, biomedical equipment and student-facing service desks — thin budgets, high tolerance for on-premises, and the strongest fit for the Korevra Node. Shares an engine with Korevra Scholar+ and Medi+.
Partners
The channel that runs IT for hundreds of organisations each: per-client branding, catalogues, SLAs, knowledge, reporting and billing under one partner console — and, for ServiceNow practices, a naira-priced vehicle for the clients who cannot pay dollars.
SMEs
A WhatsApp-first, three-agent, zero-configuration desk that costs nothing to start and grows into the full platform without a migration. Put a number in front of IT this week; have a record for the first time by Friday.
Gartner expects 40% of enterprises to demote ungoverned agents by 2027. For SureDesk that is a sales argument: the governance is the product. Every action type carries an autonomy level, set per tenant. Every autonomous action is journaled and reversible.
In-country inference by default on self-hosted open-weight models, with optional customer-approved use of frontier models for non-sensitive tasks.
Tenant-scoped retrieval, with personal and payment data redacted before any model call. DPIA templates ship in the NDPA pack, as the GAID requires.
Evaluation harnesses with tenant-visible accuracy dashboards, and a journal of every autonomous action with its reversal path.
Every ticket from every channel is transcribed, translated, categorised, prioritised, de-duplicated against open incidents, matched to affected CIs and sites, and routed — with accuracy measured against published targets and retrained continuously from agent corrections.
Unlimited requesters at every tier. AI included under fair use, never metered per conversation. An on-premises licence exists for organisations that cannot buy subscriptions at all.
Usage-based wholesale pricing on the MSP Edition, with white-label rights under the Korevra Partner Programme’s Model A agreement — per-client branding, catalogues, SLAs, reporting and billing from one partner console. Field-technician and Korevra Node licences are priced per site.
An annual subscription on sovereign infrastructure, with the NITDA Government Pack (NCP2025 SLA terms, the IT Project Clearance documentation set, SERVICOM charter reporting) and perpetual-plus-support licensing for on-premises and air-gapped deployments.
A ServiceNow Pro fulfiller seat is, at today’s rate, the entire salary of the service-desk analyst who would sit behind it — a Lagos IT support technician earns a median ₦184,000 a month. SureDesk’s Enterprise tier undercuts the global enterprise tier by roughly 45–65% while including what they surcharge, and Business sits below Freshservice Growth with Nigerian content Freshservice will never ship. Setup and migration are fixed-fee, including WhatsApp-history import: exported chat archives parsed into historical tickets and seed knowledge.
The CBN’s June 2026 circular requires all payment transaction data to be stored and processed in Nigeria by 1 January 2027, and NITDA’s certified-cloud register becomes mandatory from October 2026. Data residency is a tenant attribute; encryption keys can be customer-held.
The shared platform, with tenant isolation, per-tenant keys and per-tenant residency settings.
Live today in europe-west1 · Nigerian region on the roadmapIn the customer’s own Nigerian cloud account, or on Galaxy Backbone’s 1Government Cloud for MDAs.
Available nowIn the customer’s own data centre, on perpetual-plus-support licensing for organisations that cannot buy subscriptions.
Available nowFor CNII operators, with the Korevra Node handling branch, campus, depot and clinic edges offline.
Available nowPut a WhatsApp number in front of IT this week — zero behaviour change for the people who report faults, and a record for the first time for the people who fix them. Everything else is a configuration decision you make later.
