SLA Sections
Document Info
1. Agreement Overview
Scope and purpose of this Service Level Agreement
This Service Level Agreement ("SLA") is a policy governing the use of MaltPOS services and outlines the service level commitments that MaltPOS ("we", "us", or "our") makes to our customers ("you" or "your").
1.1 Purpose
This SLA defines:
- Service availability and performance commitments
- Support response and resolution time objectives
- Service credit policies for unmet commitments
- Monitoring, reporting, and communication procedures
- Customer responsibilities and expectations
1.2 Scope
This SLA applies to all MaltPOS services including:
Important Notice
This SLA is part of your MaltPOS subscription agreement. Service credits are the sole and exclusive remedy for any failure to meet the commitments outlined herein. This SLA does not apply during trial periods or to free tier services.
2. Definitions
Key terms used throughout this agreement
| Term | Definition |
|---|---|
| Service Month | A calendar month during which you are subscribed to MaltPOS services. |
| Uptime | The percentage of time the service is available for use, calculated as: (Total Minutes - Downtime) / Total Minutes × 100 |
| Downtime | Any period of time when the service is unavailable, excluding Scheduled Maintenance and Excluded Events. |
| Response Time | The time between receipt of a support request and our first substantive response. |
| Resolution Time | The time between receipt of a support request and resolution of the issue. |
| Service Credit | A credit applied to future service fees, calculated as a percentage of monthly fees. |
| Scheduled Maintenance | Planned maintenance windows announced at least 72 hours in advance. |
| Emergency Maintenance | Unplanned maintenance required to address critical security or stability issues. |
2.1 Service Tiers
Basic Tier
- 99.5% Uptime Guarantee
- 8-Hour Response Time
- Business Hours Support
Professional Tier
- 99.9% Uptime Guarantee
- 4-Hour Response Time
- 24/7 Emergency Support
Enterprise Tier
- 99.95% Uptime Guarantee
- 1-Hour Response Time
- Dedicated Account Manager
3. Service Commitments
Our commitments to service quality and performance
3.1 Availability Commitments
MaltPOS commits to the following service availability levels for each subscription tier:
| Service Tier | Monthly Uptime | Allowed Downtime | Service Credit |
|---|---|---|---|
| Basic |
99.5%
|
3 hours 36 minutes | 10% |
| Professional |
99.9%
|
43 minutes 12 seconds | 25% |
| Enterprise |
99.95%
|
21 minutes 36 seconds | 50% |
3.2 Performance Metrics
In addition to availability, we commit to the following performance standards:
API Response Time
95% of API calls respond within:
Measured at regional edge locations
Data Sync Speed
Device-to-cloud sync completes in:
Under normal network conditions
Payment Processing
Transaction authorization within:
For 99% of transactions
4. Uptime Guarantee
Detailed calculation and measurement methodology
4.1 Uptime Calculation
Uptime is calculated for each Service Month as follows:
Where Total Minutes = minutes in the Service Month
4.2 Downtime Definition
Downtime is counted when:
- All continuous errors accessing the service exceed 5 minutes
- Errors are confirmed from multiple monitoring locations
- Errors affect core functionality (sales, inventory, payments)
- Issues are confirmed as originating from our infrastructure
4.3 Measurement Methodology
Monitoring Locations
- Kampala, Uganda
- Nairobi, Kenya
- Dar es Salaam, Tanzania
- Kigali, Rwanda
Monitoring Frequency
- Every 60 seconds from each location
- Real-time performance tracking
- Automated alerting on anomalies
- Monthly compliance reports
Important Notes
- Partial availability or degraded performance is not considered Downtime
- Issues affecting only non-core features are not counted as Downtime
- Performance issues related to customer equipment or internet connectivity are excluded
- Uptime is measured across all regions simultaneously
5. Response & Resolution Times
Support response commitments and escalation procedures
5.1 Support Severity Levels
| Severity | Definition | Response Time | Resolution Goal |
|---|---|---|---|
| Critical | Complete system outage preventing all business operations |
15 minutes
|
Continuous effort until resolved |
| High | Major feature unavailable affecting core business operations |
1 hour
|
4 hours |
| Medium | Partial functionality loss with workaround available |
4 hours
|
24 hours |
| Low | Minor issues, feature requests, or general inquiries |
8 hours
|
5 business days |
5.2 Support Channels
In-App Support
Fastest response time
- Available within the POS app
- Screenshot & log file sharing
- Direct connection to support team
Phone Support
For critical issues only
- 24/7 for Enterprise tier
- Business hours for Professional
- Local numbers in each country
Response Time Clarification
Response time begins when a support request is properly submitted through official channels and includes all necessary information for troubleshooting. Incomplete requests or those submitted through unofficial channels may experience delayed response times.
6. Service Credits
Remedies for unmet service commitments
6.1 Credit Calculation
Service credits are calculated as a percentage of your monthly service fee for the affected service:
| Uptime Achieved | Service Credit (Basic) | Service Credit (Professional) | Service Credit (Enterprise) |
|---|---|---|---|
| ≥ 99.95% | - | - | - |
| 99.90% - 99.94% | 5% | 10% | 15% |
| 99.50% - 99.89% | 10% | 25% | 30% |
| 95.00% - 99.49% | 25% | 50% | 75% |
| < 95.00% | 50% | 100% | 200% |
6.2 Credit Request Process
Step 1: Submit Request
Within 30 days of the end of the Service Month, submit a credit request via email to sla@maltpos.com with:
- Account information and contact details
- Date and time of the incident
- Description of the service impact
- Support ticket numbers (if applicable)
Step 2: Review & Validation
We will review the request within 10 business days, validating against our monitoring data and support records.
Step 3: Credit Approval
If approved, the service credit will be applied to your next billing cycle. You will receive a confirmation email with the credit details.
Step 4: Credit Application
Credits appear on your next invoice as a line-item deduction. If the credit exceeds your next month's charges, the balance carries forward.
Important Limitations
- Service credits are the sole and exclusive remedy for any SLA failures
- Maximum service credit in any Service Month is 100% of monthly fees
- Credits are not transferable and cannot be exchanged for cash
- Credits will not be provided for issues excluded under Section 8
- Failure to request credits within 30 days forfeits the right