Service Level Agreement

Overview and Purpose

Agreement details: Customer SLA, tailored to one client. Service Provider: ChanLAB, Ruiru, Nairobi, Kenya.

Effective date (Go-Live): The date the website or system is first made available for real use.

Stabilisation Period: The 6 months starting on Go-Live, during which maintenance is free.

After 6 months, you choose: A Monthly Support Plan (fixed monthly fee of KES 6,000) or Pay per change (no monthly fee, each change is quoted).

At all times: Anything not covered by your support option is a Change Request. It is quoted and approved by you in writing before we begin.

Key Terms

Go-Live: The date the website or system is first made available for real use.

Stabilisation Period: The 6 months starting on Go-Live, during which maintenance is free.

Maintenance: Work needed to keep the delivered website or system working as agreed.

Change Request: A request to add, remove or alter features, pages, workflows, design or integrations compared with what was delivered.

Monthly Support Plan: An optional plan where you pay a monthly fee, and the maintenance, updates and changes listed are covered by that fee.

Included Allowance: The amount of update and change work covered each month by the Monthly Support Plan.

Service Credit: A reduction in a Monthly Support Plan fee given when we miss a standard.

Working day: Monday to Friday, excluding public holidays in Kenya.

Support hours: 8:00 am to 5:00 pm East Africa Time on working days.

Services Covered

Availability: Keeping the website or system running on its hosting server.

Defect fixing: Fixing faults in what we delivered.

Security updates: Applying updates needed to keep it secure.

Backups: Regular backups and restoring them when needed.

Domain and hosting coordination: Connecting the domain and hosting, and reminding you before they expire.

User support: Short answers to questions on how to use what we built.

Support Options

Stabilisation Period (First 6 months after Go-Live): Free maintenance and fixes. Updates and changes are quoted.

Monthly Support Plan (From end of Stabilisation Period): Fixed monthly fee of KES 6,000. Maintenance, fixes, and updates/changes up to the Included Allowance are covered.

Pay per change (From end of Stabilisation Period): No monthly fee. Every request is quoted and charged.

Free Maintenance During the Stabilisation Period

For 6 months from Go-Live, we provide the services in Section 3 at no charge, so we can settle and stabilise the website or system together with you.

A fault you report during the Stabilisation Period is fixed free of charge, even if the fix is completed after the period ends.

Free maintenance covers keeping the delivered work running. It does not cover Change Requests.

We will remind you before the period ends, and ask which support option you choose.

Monthly Support Plan

Start date: The plan starts when the Stabilisation Period ends.

What the fee covers: The monthly fee of KES 6,000 covers maintenance and the updates and changes that are included, up to the Included Allowance each month.

Allowance: Unused allowance does not carry over to the next month.

Work outside the plan: Work beyond the Included Allowance, and large pieces of work such as new modules, major features, redesigns or new integrations, is a Change Request. We quote it first and start only after your written approval.

Payment: The monthly fee is invoiced for each month and is due by the 4th of the following month. If a fee is more than 14 days overdue, the plan is suspended and requests are handled on a pay per change basis until the overdue amount is paid.

Ending the plan: Either party may end the plan by giving 30 days' written notice. We refund any fee paid for a period after the plan ends.

Fee changes: We may adjust the monthly fee at a review, with at least 30 days' written notice. Any change takes effect only if you agree or continue after the notice period.

Pay Per Change (No Monthly Fee)

If you choose not to take a Monthly Support Plan, you pay only for the work you request.

Every request, whether a fix, an update or a change, is quoted in writing before work starts.

You can move to a Monthly Support Plan at any time by agreeing the plan details with us.

Maintenance or Change Request?

Fault (does not work as agreed): Free during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

Security updates, backups, restores: Free during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

Hosting or domain problems: Free support with the host during Stabilisation Period, covered by Monthly Support Plan (third-party fees extra), charged for Pay per change.

How-to questions: Free for short questions during Stabilisation Period, covered by Monthly Support Plan, free for short questions with Pay per change (training quoted).

Content updates: Charged, quoted first during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

Small adjustments: Free at our discretion (under about 1 hour) during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

Change Requests: Charged, quoted first during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

Problems caused by others: Charged, quoted first during Stabilisation Period, covered by Monthly Support Plan, charged for Pay per change.

If your website has an admin panel, you can update your own content (text, images, notices, documents) at no charge at any time.

How Change Requests Work

Step 1: You send the request - Email us describing the change, why you need it and how urgent it is. Screenshots help.

Step 2: We acknowledge - We confirm receipt within 1 working day.

Step 3: We assess - Within 3 working days (5 for larger changes) we tell you whether it is covered by your support option. If it is, we schedule it. If not, we send a written estimate with what will change, the cost and the time needed.

Step 4: You approve - For chargeable work, you approve the estimate in writing. Email is enough. Estimates are valid for 14 days.

Step 5: We do the work - We carry out the change and let you test it.

Step 6: Payment - You pay the quoted amount within 7 days after delivery of the change, unless the estimate says otherwise. Covered work is not invoiced.

If a chargeable change turns out to be larger than estimated, we will stop and send a revised estimate. We will not exceed an approved estimate without your written approval.

If you disagree with how we classified a request, we will discuss it with you in good faith before any work starts.

Urgent changes can be prioritised where our schedule allows. We will tell you any extra cost in the estimate.

Support Hours and Contact

Support hours: Monday to Saturday, 8:00 am to 5:00 pm East Africa Time. Sundays available in case of emergencies. Anytime you have an emergency we will always respond.

Email: [email protected] (preferred, so every request is recorded).

Phone / WhatsApp: 0793650576 (for urgent issues).

Authorised contacts: The people you name to us in writing. We act only on requests from them.

Performance Metrics

Availability of the website or system: At least 99.5% each calendar month.

Critical fault (site down or unusable): first response within 4 hours, resolution within 1 working day.

High fault (major feature broken): response within 1 working day, resolution within 3 working days.

Medium fault (minor, normal use continues): response within 2 working days, resolution within 5 working days.

Low request (questions, cosmetic): response within 3 working days, resolution within 7 working days.

Change Request acknowledgement within 1 working day, estimate within 3 working days (5 if larger).

Backups: At least weekly.

Renewal reminders: About 30 days before expiry.

Availability excludes scheduled maintenance, and downtime caused by the hosting company, domain registry, internet or power failures, your actions, or events outside our control.

Resolution may take longer where a third party, such as the hosting company, is involved. We will keep you informed.

On request, and as a matter of course for Monthly Support Plan clients, we will give a short report of availability and requests handled.

Remedies When Standards Are Missed

Monthly Support Plan: availability from 99.0% to 99.49% in a month - Service Credit of 5% of that month's fee.

Monthly Support Plan: availability from 95.0% to 98.99% - Service Credit of 10% of that month's fee.

Monthly Support Plan: availability below 95.0% - Service Credit of 25% of that month's fee.

Monthly Support Plan: a Critical fault response or resolution target is missed - Service Credit of 5% of that month's fee for each miss.

Stabilisation Period or Pay per change: availability or a response target is missed - A written explanation and a plan to prevent it happening again. For the Stabilisation Period, the period is also extended by the length of the unavailability beyond the target.

Repeated failure: availability below target for 3 months in a row, or Critical targets missed 3 times in 3 months - You may end this agreement by 14 days' written notice without penalty, and we refund any prepaid monthly fee for the period after it ends.

Service Credits are applied to your next monthly invoice. They are not paid in cash, and the total credit in any month is capped at 25% of that month's fee.

To claim a remedy, tell us in writing within 14 days after the end of the month concerned.

These remedies are your sole financial remedy for missed standards. They do not apply to the exclusions in Section 11.1.

Responsibilities

Our responsibilities: Provide the services in this agreement and meet the performance standards. Tell you promptly about outages, planned maintenance and anything likely to affect your service. Keep regular backups and take reasonable steps to keep your system and data secure. Give a written estimate before charging for any work. Keep your business and customer information confidential.

Your responsibilities: Renew the domain and hosting before they expire. We will send reminders about 30 days before each expiry date. Keep passwords confidential, remove access for staff who leave, and use only official accounts. Report problems through the channels in Section 10 and give us the information we need to fix them. Make sure content you upload is lawful and that you have the right to publish it. Respond promptly to requests for information or approval, and pay invoices on time.

What Is Not Included

Change Requests not covered by your support option. They are quoted and approved separately.

Search engine ranking, visitor numbers, sales or other business results.

Fees paid to third parties, such as domain renewals, hosting renewals, SMS, payment or email services.

Faults in third-party systems that we do not control.

Lost data caused by deletion or changes made by you or your users.

Domain and hosting are renewed every year. The first term is covered as set out in your quotation. After that, renewals are charged at the rates of the registrar and hosting company, which we will confirm before each renewal. If a renewal is not paid by its expiry date, your website and any email on the domain may stop working, and we are not responsible for resulting loss.

Review Process

We will review this agreement with you at the end of the Stabilisation Period, and after that at least once a year (every 6 months for Monthly Support Plan clients).

Each review looks at performance against Section 11, the requests handled, any remedies given, and whether your support option, allowance or fee should change.

Changes agreed at a review are recorded in writing and signed or confirmed by email by both parties.

Term and General

This agreement starts on Go-Live and continues until either party ends it by giving 30 days' written notice, or as stated in Section 12 or Section 6.6.

Free maintenance applies only during the Stabilisation Period. All other terms continue for as long as this agreement does.

Liability, ownership of work and dispute resolution are governed by the project quotation or agreement signed between us. This agreement is governed by the laws of Kenya.

Any change to this agreement must be in writing and agreed by both parties.