Service Level Agreement

This SLA applies to paid plans (ISP and ISP Pro).

Platform availability

We target 99.5% monthly availability of the purchase API and dashboard, excluding scheduled maintenance announced at least 24 hours ahead. The captive purchase flow is our highest-priority surface.

Support response targets

• Urgent (customers cannot buy or connect): first response within 30 minutes, target resolution 4 hours.
• High: first response 1 hour, target resolution 8 hours.
• Medium: first response 4 hours, target resolution 24 hours.
• Low: first response 8 hours, target resolution 48 hours.

What the SLA does not cover

Outages of your internet uplink, router hardware faults, Safaricom/M-Pesa downtime, and issues caused by configuration changes made outside the platform.

Remedies

If we miss the availability target in a month, contact support: paid tenants receive a pro-rated credit against the next invoice.