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.
Booked support services such as Apple MDM Solution and iCloud Unlock are request-only. You pay online first; we then contact you with next steps. They are not booked against a customer-selected calendar slot at checkout. Response and completion expectations depend on the details and access you provide, our review after payment, and the diagnostic, device verification, and service terms in our Terms and Conditions. They are not covered by the hosted-systems uptime metrics in Section 2 unless you have a separate managed IT contract that says otherwise.
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 (Forty-eight) 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 (Eight) 8 hours per month
2.3 Uptime Calculation
Uptime is calculated monthly based on the formula:
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: (Five) 5% credit per incident
Resolution time exceeded: (Ten) 10% credit per incident
6.2 Service Credit Process
To request a service credit:
Submit a written request within (Thirty) 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: (Fifty) 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 All-In-One PC, CPU, Laptop, Mobile Phone, Tablet, Handheld, Camera, Printer, Photocopier, Monitor, Gaming Console 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 and service charge: While your Device Care subscription is active and in good standing, we do not charge a separate diagnostics fee or service charge for technical evaluation and plan-scoped labor on 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 (Thirty) 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.
10A. Governing Law
This SLA is governed by the laws of the Federal Republic of Nigeria. Disputes follow the dispute resolution process in our Terms and Conditions (Lagos State courts or arbitration as stated there), without limiting mandatory Nigerian consumer or data-protection rights.
11. Contact Information
For questions about this SLA or to report SLA violations, please contact:
