Legal

Service Level Agreement (SLA)

This SLA outlines service availability, support response times, and responsibilities.

1. Support Hours

Standard support is available Monday–Friday, 9:00–17:00 (EAT), excluding public holidays.

2. Response Targets

Critical issues: within 4 hours. High priority: within 1 business day. Normal requests: within 2 business days.

3. Resolution Targets

We aim to resolve critical issues within 24–48 hours, depending on severity and external dependencies.

4. Client Responsibilities

Clients must provide accurate issue details, access, and timely feedback to meet resolution targets.

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