Service Level Agreement
Our commitment to clear service expectations, communication and delivery.
1. Scope
This agreement applies where an AfricaLatency service or project specifically includes an SLA or where an order expressly refers to this page.
2. Service commitment
We will provide the agreed service with reasonable care and skill, within the agreed scope and timeline. Any specific response time, availability target or support window will be stated in the client agreement or order.
3. Support
Support is provided through the contact method agreed for the engagement. We will acknowledge service-related requests within the agreed support window and communicate material issues that affect delivery.
4. Client dependencies
Delivery times can depend on client access, approvals, information, third-party services and other matters outside our control. Delays caused by these dependencies do not count as a failure by AfricaLatency.
5. Maintenance and interruptions
Planned maintenance or changes will be communicated where practical. Emergency work may be performed when needed to protect security, availability or service quality.
6. Remedy
If we materially fail to meet a written service commitment, we will work with the client on a reasonable remedy. Any service credits or other remedies apply only when expressly agreed in writing.
7. Contact
For SLA questions or service concerns, use our Contact Us page.