Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") defines the service standards, performance metrics, and commitments that Max-Tech I.T Solutions ("Service Provider," "we," "our," or "us") will deliver to clients ("Client," "you," or "your") under managed IT support contracts and Device Care Subscriptions.

This SLA applies to all managed IT support services, including but not limited to: network management, server maintenance, cloud hosting, cybersecurity monitoring, backup services, technical support contracts, and Device Care Subscriptions (Bronze, Silver, and Gold tiers for Personal and Small Business customers), as described on our Device Care Subscription pages and in your subscription confirmation.

This SLA is incorporated by reference into the applicable Service Agreement between Max-Tech I.T Solutions and the Client. In case of conflict between this SLA and the Service Agreement, the Service Agreement shall prevail.

2. Service Availability & Uptime Guarantee

2.1 Uptime Commitment

We commit to maintaining the following uptime guarantees for hosted services:

• Critical Systems: 99.9% uptime (maximum 43.2 minutes downtime per month)
• Standard Systems: 99.5% uptime (maximum 3.6 hours downtime per month)
• Development/Staging: 99.0% uptime (maximum 7.2 hours downtime per month)

2.2 Scheduled Maintenance

Scheduled maintenance windows are excluded from uptime calculations:

• Maintenance windows will be communicated at least 48 hours in advance
• Scheduled maintenance typically occurs during off-peak hours (10:00 PM - 6:00 AM WAT)
• Emergency maintenance may be performed with immediate notification
• Total scheduled maintenance will not exceed 8 hours per month

2.3 Uptime Calculation

Uptime is calculated monthly based on the formula:

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

Downtime is measured from the time a service becomes unavailable until it is restored to operational status.

3. Response Times & Resolution Targets

3.1 Incident Priority Levels

Incidents are classified by priority level with corresponding response and resolution targets:

3.2 Response Time Definition

Response time is measured from the moment a support ticket is submitted or an incident is reported until:

• Acknowledgment is sent to the Client
• Initial assessment begins
• Work on resolution commences

3.3 Resolution Time Definition

Resolution time is measured from incident report until:

• The issue is resolved and service is restored
• A workaround is implemented and documented
• The incident is escalated with Client approval

4. Service Hours & Support Coverage

4.1 Standard Support Hours

Standard support is available during:

• Business Hours: Monday - Friday, 8:00 AM - 6:00 PM WAT
• Extended Hours: Saturday, 9:00 AM - 2:00 PM WAT (for Premium plans)
• Emergency Support: 24/7 for Critical (P1) incidents on Premium plans

4.2 Support Channels

Support requests can be submitted through:

• Email: support@mtechitng.net
• Phone: +234 903 050-5693
• Support Portal: Available 24/7 for ticket submission
• On-site Support: Available for Premium and Enterprise plans

5. Performance Metrics & Monitoring

5.1 Key Performance Indicators (KPIs)

We monitor and report on the following KPIs:

• Service uptime percentage
• Average response time by priority level
• Average resolution time by priority level
• First-call resolution rate (target: 70%+)
• Customer satisfaction score (target: 4.5/5.0)
• Ticket volume and trends

5.2 Reporting

Monthly performance reports will be provided to Clients including:

• Uptime statistics and any SLA breaches
• Incident summary and resolution metrics
• Performance against SLA targets
• Service improvement recommendations

6. Service Credits & Remedies

6.1 Service Credit Eligibility

Service credits are available when we fail to meet SLA commitments:

• Uptime below 99.9% (Critical): 10% credit for each 0.1% below target
• Uptime below 99.5% (Standard): 5% credit for each 0.1% below target
• Response time exceeded: 5% credit per incident
• Resolution time exceeded: 10% credit per incident

6.2 Service Credit Process

To request a service credit:

• Submit a written request within 30 days of the SLA breach
• Include documentation of the incident and SLA violation
• Credits will be applied to the next billing cycle
• Maximum credit per month: 50% of monthly service fee

6.3 Exclusions

Service credits are not available for:

• Scheduled maintenance windows
• Client-caused outages or issues
• Third-party service provider failures
• Force majeure events
• Issues caused by Client's failure to follow our recommendations

7. Client Responsibilities

To enable us to meet our SLA commitments, Clients agree to:

• Provide accurate and timely information when reporting incidents
• Designate authorized contacts for support requests
• Grant necessary access to systems and facilities
• Respond promptly to our requests for information or decisions
• Maintain current software licenses and comply with vendor requirements
• Follow our recommendations for security and system maintenance
• Notify us immediately of any changes that may affect service delivery

8. Escalation Process

8.1 Escalation Levels

• Level 1: Initial support response and basic troubleshooting
• Level 2: Advanced technical support and problem resolution
• Level 3: Expert consultation and complex issue resolution
• Level 4: Vendor escalation and management

8.2 Escalation Triggers

Escalation occurs when:

• Resolution time targets are at risk
• Issue requires specialized expertise
• Client requests escalation
• Issue affects multiple systems or users

9. Device Care Subscription Program

Device Care covers eligible laptops, mobile phones, and printers for the device counts and tier (Bronze, Silver, or Gold) you select at enrollment, together with the maintenance and support benefits published on our website for your plan and term.

• Scheduling: Preventive maintenance and check-ins are scheduled according to your plan (e.g., quarterly, bi-monthly, or monthly as described for your tier). Routine scheduling is coordinated during standard business hours unless your plan includes priority or extended coverage.
• Support response: For incidents reported under an active Device Care subscription, we classify tickets using the same priority framework in Section 3 where applicable. Gold and Silver tiers receive faster prioritization than Bronze as described in the plan features.
• Diagnostics fee: While your Device Care subscription is active and in good standing, we do not charge a separate diagnostics fee for technical evaluation of covered devices within your enrolled device counts when you request service for issues that fall within the scope of your plan. Parts, out-of-scope labor, third-party fees, and repairs you decline after estimate remain billable as agreed.
• Scope: Service credits in Section 6 apply to managed infrastructure SLAs where stated; Device Care remedies for missed commitments are handled per your plan terms and our Refund and Return Policy.

10. Changes to SLA

We reserve the right to modify this SLA with 30 days' written notice. Material changes will be communicated via email and posted on our website. Continued use of services after the notice period constitutes acceptance of the modified SLA.

11. Contact Information

For questions about this SLA or to report SLA violations, please contact: