Service Level Agreement

Commitment to Reliability and Support.

1. Service Uptime Guarantee

Talkin Technologies guarantees a Monthly Uptime Percentage of at least 99.9% for our Cloud Hosted Services (Sacco Core, Smart School, MediFlow).

If we fall below this threshold, you are eligible for a Service Credit on your next invoice:

Monthly Uptime Service Credit
99.0% - 99.8% 10% Credit
95.0% - 98.9% 25% Credit
< 95.0% 50% Credit

2. Support Response Times

We prioritize support tickets based on severity. Our support hours are 8:00 AM to 5:00 PM EAT (Monday - Friday). Critical issues are monitored 24/7.

Severity 1: Critical (System Down)

Complete loss of service. No workaround available.

Response Time: < 1 Hour (24/7)

Severity 2: High (Major Feature Broken)

System is live but major functions (e.g., M-Pesa deposits) are failing.

Response Time: < 4 Hours

Severity 3: Normal (Minor Issues)

Bugs that do not stop operations. General questions.

Response Time: < 24 Hours

3. Scheduled Maintenance

We perform regular system updates to ensure security and performance. We will provide at least 48 hours notice for scheduled maintenance, which will typically occur during off-peak hours (Sunday 2:00 AM - 5:00 AM EAT).

4. Exclusions

This SLA does not apply to downtime caused by: