1. Overview
This Service Level Agreement ("SLA") defines the performance standards that Techrode Solutions Limited commits to deliver for the Unicom360 unified communication platform. We provide both general SLA terms applicable to all clients and customized SLA terms for enterprise clients based on their specific requirements.
2. General Service Level Commitments
Standard Service Levels
| Service Level | Target | Description |
|---|---|---|
| Platform Uptime | 99.8% | Monthly uptime guarantee |
| Message Delivery | 99.5% | Successful delivery rate |
| API Response Time | < 200ms | Average response time |
| Support Response | < 4hrs | First response time |
Service Availability
- 24/7/365 service availability with continuous monitoring
- Scheduled maintenance windows: Maximum 4 hours monthly, announced 72 hours in advance
- Emergency maintenance: Only for critical security issues, with immediate notification
- Redundant infrastructure across multiple data centers
Performance Standards
- SMS delivery: 95% within 30 seconds, 99.5% within 5 minutes
- Email delivery: 98% within 2 minutes, 99.8% within 15 minutes
- WhatsApp Business: 97% within 10 seconds, 99.5% within 2 minutes
- Voice calls: 98% connection success rate within 15 seconds
- API throughput: Up to 1,000 requests per second per client
3. Client-Specific SLA Terms
Enterprise & Custom SLA Options
For enterprise clients and high-volume users, we offer customized SLA terms tailored to specific business requirements:
Available Custom SLA Tiers
Premium SLA (Enterprise)
| Uptime Guarantee | API Response | Support Response |
|---|---|---|
| 99.95% | < 100ms | < 1hr |
- Dedicated account manager and technical support
- Priority message routing and delivery
- Custom API rate limits up to 10,000 req/sec
- 24/7 phone support with escalation procedures
Mission-Critical SLA
| Uptime Guarantee | API Response | Support Response |
|---|---|---|
| 99.99% | < 50ms | < 15min |
- Dedicated infrastructure and failover systems
- Real-time monitoring with proactive alerts
- Guaranteed message delivery with multiple fallback routes
- Custom disaster recovery and business continuity planning
Custom SLA Terms
We work with clients to define custom SLA terms based on specific requirements:
- Industry-specific compliance requirements (Healthcare, Financial Services, Government)
- Geographic-specific performance guarantees
- Channel-specific delivery commitments
- Custom reporting and analytics requirements
- Dedicated support hours and response time commitments
4. Service Credits and Remedies
Service Credit Calculation
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.79% | 10% of monthly service fees |
| 95.0% - 98.99% | 25% of monthly service fees |
| Below 95.0% | 50% of monthly service fees |
Claiming Service Credits
- Claims must be submitted within 30 days of the incident
- Provide detailed incident reports and impact assessment
- Credits are applied to the following month's invoice
- Maximum service credits per month: 100% of monthly service fees
5. Monitoring and Reporting
Real-time Monitoring
- 24/7 automated monitoring of all service components
- Real-time status dashboard available at status.unicom360.com
- Proactive alerting for service degradation or outages
- Performance metrics tracking across all communication channels
Monthly SLA Reports
- Detailed performance reports delivered by the 5th of each month
- Client-specific metrics and benchmarks
- Incident summaries and root cause analysis
- Performance trend analysis and recommendations
6. Contact Information
For SLA-related inquiries, custom SLA requests, or to report service issues, please contact us:
Technical Support
Email: [email protected]
Available: 24/7 for all SLA tiers
Enterprise Sales
Email: [email protected]
Phone: +260 978 921 730
Available: Business Hours (8AM - 5PM CAT)