Service Level Agreement (SLA)
Enterprise Availability, Priority Matrix & Support Commitments • Effective Date: September 2026
Core Enterprise SLA Metrics at a Glance
Scope of Service & Deployment Topologies
This Service Level Agreement ("SLA") governs the technical support, availability standards, incident remediation, and maintenance services provided by Oduk Tech Limited to enterprise clients subscribing to our Managed Services, Cloud Hosting, or Enterprise Support Retainers across Kenya and Tanzania.
Systems covered under this SLA include:
- ERPNext Core & Frappe Applications: Core relational databases, web application workers, and automated background jobs (Redis, Celery).
- SACCO & Microfinance Core Engines: Member deposit ledgers, mobile loan disbursement webhooks, and interest calculation cron jobs.
- Healthcare Information Management Systems (HIMS): Emergency triage queues, inpatient admissions, laboratory telemetry, and pharmacy dispensing modules.
- Statutory Fiscal Middleware: KRA eTIMS invoice signing gateways and TRA EFDMS fiscal transmission endpoints.
- Managed Cloud Infrastructure: Dedicated application servers, database instances, reverse proxies, and automated SSL certificate lifecycles.
99.9% Availability Commitment & Measurement Formula
Oduk Tech Limited commits to maintaining a Monthly Availability Percentage of not less than 99.9% for all hosted production applications. System availability is monitored 24/7/365 via automated multi-region ping monitors checking synthetic API health probes at 60-second intervals.
Monthly Uptime % = [ (Total Scheduled Minutes in Month - Unscheduled Downtime Minutes) / Total Scheduled Minutes in Month ] × 100* Note: In a standard 30-day month (43,200 scheduled minutes), 99.9% uptime allows for a maximum cumulative unscheduled downtime threshold of 43.2 minutes.
Exclusions from Uptime Calculations:
Unscheduled downtime excludes: (a) pre-notified scheduled maintenance windows; (b) broad-scale telecommunication carrier failures (e.g. national fiber backbone cuts or Safaricom national gateway outages); (c) client-directed server shutdowns or unapproved modifications to host configurations; and (d) events of force majeure.
Scheduled Maintenance Windows
To preserve system integrity and deploy security patches, scheduled maintenance is conducted under the following parameters:
Four-Tier Incident Severity Matrix & Target Response Times
Incidents reported to our engineering operations desk are classified into four distinct severity tiers, each backed by legally binding response and resolution commitments:
| Severity Level | Operational Impact Description | Initial Response | Workaround SLA | Resolution Target |
|---|---|---|---|---|
| P1 - Critical Blocker | Complete production system outage; database failure; POS tills halted at retail checkout; SACCO core deposits offline; hospital emergency triage paralyzed. No workaround exists. | ≤ 15 Minutes (24/7/365) | ≤ 2 Hours | ≤ 4 Hours |
| P2 - Major Degradation | Core business module severely impaired (e.g. KRA eTIMS invoice signing offline while standard sales order works; mobile money callbacks delayed > 15 min; batch payroll processing halted). | ≤ 1 Hour (8am-8pm) | ≤ 4 Hours | ≤ 8 Hours |
| P3 - Moderate Defect | Non-critical functional bug; isolated report calculation discrepancy; non-blocking UI formatting issue; single user permission configuration conflict. Operational workaround exists. | ≤ 4 Business Hours | ≤ 12 Hours | ≤ 24 Business Hours |
| P4 - Minor Inquiry | General how-to questions; routine report configuration requests; bulk data import queries; new staff onboarding requests; cosmetic template adjustments. | ≤ 8 Business Hours | N/A | Next Sprint Release |
Service Credits & Financial Accountability
We stand behind our availability commitments with direct financial accountability. If Oduk Tech fails to achieve the monthly 99.9% uptime threshold, Licensee is eligible to receive Service Credits applied against the following month's support and hosting invoice:
| Monthly System Availability | Service Credit Entitlement | Application Method |
|---|---|---|
| ≥ 99.90% | 0% (SLA Target Fully Met) | Standard billing |
| 99.00% – 99.89% | 10% Credit | Deducted from next monthly hosting/support retainer |
| 98.00% – 98.99% | 15% Credit | Deducted from next monthly hosting/support retainer |
| < 98.00% | 25% Credit | Deducted from next monthly hosting/support retainer |
* To receive service credits, Licensee must submit a written claim to sla@oduktech.com within thirty (30) calendar days following the conclusion of the affected billing month.
Backup Policies, Disaster Recovery & RPO / RTO
Business continuity is guaranteed through redundant backup architectures and strict disaster recovery parameters:
Automated incremental database transaction log replication runs every hour. In the event of catastrophic primary hardware failure, data loss is guaranteed to not exceed 60 minutes of transactional records.
Our automated orchestration scripts and hot-standby container mirrors enable full system restoration, DNS failover, and database integrity verification within 120 minutes of declared disaster.
Client Prerequisites & Responsibilities
Achievement of these SLA commitments relies upon the cooperative fulfillment of the following operational prerequisites:
- Designated Technical Liaisons: Client shall designate up to three (3) primary technical contacts authorized to report Severity 1 & 2 incidents and sign off on resolution verifications.
- Network Infrastructure: Client maintains stable local area networking, branch power backup (UPS/generator), and internet connectivity required to access the cloud environment.
- On-Premise Access Credentials: For on-premise deployments, Client provides timely and secure VPN or SSH bastion access to allow Oduk Tech engineers to perform diagnostics.
Incident Reporting, 24/7 Escalation & Contacts
Enterprise incidents must be reported through our prioritized escalation pathways:
Emergency 24/7 Hotline: +254 726 444 005 / +254 702 568 824
Technical Escalation Lead: Billy Frankline (CTO & Co-Founder)
Lead Solutions Engineer: Oscar Adwar (+254 727 870 117)
Physical Address: Valley View Park, Parklands, Nairobi, Kenya
Emergency 24/7 Hotline: +255 754 710 459
Country Operations Lead: Emmanuel Majwala
Business Development: Moses Njue (+254 799 182 130)
Support Email: support@oduktech.com