Our availability, support, and response commitments for hosted and managed services.
This Service Level Agreement describes the availability, support, and response commitments of Kikavu Tech Solutions for hosted and managed Services, including cloud hosting, GPS Fleet Tracking, School Management Systems, ERP/CRM platforms, and managed IT support.
We target 99.5% uptime per calendar month for hosted platforms and cloud services, excluding scheduled maintenance and events outside our reasonable control (see Section 6, Exclusions).
| Severity | Definition | Response Time | Target Resolution |
|---|---|---|---|
| Critical | Complete service outage, GPS platform/school system inaccessible, data breach | Within 1 hour | 4–8 hours |
| High | Major feature failure impacting core operations | Within 4 hours | 1 business day |
| Medium | Partial functionality issue with workaround available | Within 1 business day | 3 business days |
| Low | Minor issue, cosmetic bug, general question | Within 2 business days | Best effort |
Planned maintenance affecting availability will be communicated at least 24 hours in advance via email or client portal notice wherever practicable, and scheduled outside normal business hours where possible.
We monitor hosted infrastructure using automated uptime and performance monitoring tools. Clients may request an availability report for their service upon written request.
This SLA does not apply to downtime caused by: scheduled maintenance; force majeure events; client-side network, hardware, or misconfiguration issues; third-party service outages (e.g., internet service providers, payment gateways, mobile network operators); or breaches of the Acceptable Use Policy by the client.
Where a client's paid Agreement specifically includes service credits, and monthly uptime falls below the committed threshold due to causes within our control, the client may be entitled to a service credit as set out in that Agreement. Service credits, where applicable, are the client's sole and exclusive remedy for failure to meet this SLA.
Clients are responsible for maintaining stable internet connectivity, compatible devices/browsers, accurate contact details for support communication, and timely payment of applicable fees to keep Services active.
If a support request is not resolved within the target timeframe, clients may escalate via info@kikavutechsolutions.com referencing the original ticket number for priority review.
This SLA may be reviewed and updated periodically; material changes will be communicated to active clients in advance where reasonably practicable.