Service Level Agreement (SLA)

Our commitment to service quality and support

1. Introduction

This Service Level Agreement (SLA) outlines the service standards and commitments that TEKINTA Digital Solutions provides to its clients. By engaging our services, you agree to the terms and conditions outlined in this agreement.

2. Service Availability

We commit to maintaining high availability for our services:

  • Website and Online Services: 99.5% uptime, excluding scheduled maintenance
  • Emergency Support: Available 24/7 for critical issues
  • Business Hours Support: Monday to Friday, 9:00 AM to 6:00 PM (WAT)
  • Saturday Support: 10:00 AM to 4:00 PM (WAT)

3. Response Times

We guarantee the following response times for support requests:

  • Critical Issues: Response within 1 hour during business hours, 4 hours outside business hours
  • High Priority: Response within 4 hours during business hours, 12 hours outside business hours
  • Medium Priority: Response within 8 business hours
  • Low Priority: Response within 24 business hours

4. Resolution Times

We commit to resolving issues within the following timeframes:

  • Critical Issues: Resolution within 4 hours during business hours, 12 hours outside business hours
  • High Priority: Resolution within 24 hours
  • Medium Priority: Resolution within 3 business days
  • Low Priority: Resolution within 5 business days

Resolution times may vary depending on the complexity of the issue and availability of required resources.

5. Service Credits

If we fail to meet the service levels outlined in this SLA, you may be eligible for service credits:

  • For each hour of downtime beyond the agreed uptime, service credits of 5% of the monthly service fee will be issued
  • For failure to meet response times, service credits of 2% of the monthly service fee will be issued
  • For failure to meet resolution times, service credits of 3% of the monthly service fee will be issued
  • Maximum service credits in any given month will not exceed 25% of the monthly service fee

Service credits will be applied to future service fees and are not refundable.

6. Maintenance Windows

Scheduled maintenance will be performed during the following windows to minimize disruption:

  • Planned Maintenance: Sundays, 2:00 AM to 6:00 AM (WAT)
  • Emergency Maintenance: May be performed at any time with at least 4 hours' notice, except in critical situations
  • Notification: Clients will be notified at least 48 hours in advance of planned maintenance

7. Client Responsibilities

To ensure we can meet our service commitments, clients are responsible for:

  • Providing accurate and complete information about their requirements
  • Making authorized personnel available for consultations and training
  • Providing necessary access to systems and information as required
  • Reporting issues promptly and providing sufficient details for troubleshooting
  • Maintaining their own systems and software as recommended

8. Exclusions

This SLA does not apply to:

  • Issues caused by client actions or negligence
  • Third-party services or systems outside our control
  • Force majeure events (natural disasters, wars, pandemics, etc.)
  • Issues resulting from unauthorized modifications to our systems
  • Services specifically excluded from this agreement

9. Reporting and Monitoring

We continuously monitor our service performance and provide regular reports to clients:

  • Uptime Reports: Monthly reports on service availability
  • Performance Reports: Quarterly reports on response and resolution times
  • Incident Reports: Detailed reports on any service interruptions
  • Client Portal: Access to real-time performance metrics and support ticket status

10. Review and Amendment

This SLA will be reviewed annually and may be amended with 30 days' notice to clients. Amendments will be communicated via email and posted on our website.

11. Termination

Either party may terminate this agreement with 30 days' written notice. Upon termination, all outstanding service credits will be applied to final invoices.

12. Contact Information

For questions or concerns about this SLA, please contact us:

TEKINTA Digital Solutions
Email: tekintaglobalconcept@gmail.com
Phone: +234 906 910 2902