Service Level Agreement (SLA)
Effective Date: January 2024 Last Updated: January 2024
1. Service Availability
Hustle 360 LTD ("Service Provider") guarantees 99.9% uptime availability of the services provided directly by our team. This availability is subject to the performance and uptime of our third-party providers, including but not limited to Digital Ocean for technology infrastructure, and Monnify, Paystack, or Flutterwave for payment processing.
2. Third-Party Providers
Our services depend on the performance and availability of third-party providers. Any downtime or issues caused by these providers may impact our ability to deliver services as specified.
3. Support Services
We offer tiered support services to meet your needs, categorized into Regular Support and Professional Support:
Regular Support
Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (WAT)
Response Time: Within 24 hours for critical issues; within 48 hours for non-critical issues
Resolution Time: Best effort basis, with critical issues prioritized for resolution within 72 hours
Support Channels: Email and web-based ticketing system
Professional Support
Support Hours: 24/7, including holidays
Response Time: Within 1 hour for critical issues; within 4 hours for non-critical issues
Resolution Time: Guaranteed resolution for critical issues within 24 hours; non-critical issues resolved within 48 hours
Support Channels: Email, web-based ticketing system, and dedicated phone support
Dedicated Account Manager: A dedicated account manager assigned to manage and expedite support requests
4. Performance Metrics
We measure performance based on the following metrics:
Uptime Percentage: Guaranteed 99.9% uptime for services directly managed by Hustle 360 LTD
Response Time for Support Requests: As per the support tier selected by you
Resolution Time for Issues: As per the support tier selected by you
5. Penalties for Non-Compliance
We agree to provide service credits for any downtime or performance issues as specified in Schedule 2, excluding downtime or issues resulting from the third-party providers.
6. Exclusions
This SLA does not apply to:
Scheduled maintenance with prior notification
Downtime or issues caused by third-party providers
Your negligence or failure to comply with our instructions
7. Termination
This SLA may be terminated by either party with thirty (30) days written notice to the other party.
By using our services, you agree to this Service Level Agreement.
Schedule 2: Penalties for Non-Compliance
Service Credits: In the event of non-compliance with the guaranteed uptime percentage, service credits will be provided as follows:
99.0% - 99.9% uptime: 5% service credit of the monthly fee
95.0% - 98.9% uptime: 10% service credit of the monthly fee
Below 95.0% uptime: 20% service credit of the monthly fee
Requesting Service Credits: You must request service credits within thirty (30) days of the end of the month in which the uptime was below the guaranteed level. Service credits will be applied to your next billing cycle.
By using our services, you agree to this Service Level Agreement.
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