Service Level Agreement

Our service level commitments and support response times.

Service Level Agreement (SLA)

Effective Date: December 17, 2025
Last Updated: December 17, 2025

1. Introduction

This Service Level Agreement ("SLA") defines the service levels, availability commitments, support response times, and remedies provided by Gestlat ThinkLab ("we," "us," or "Company") to our customers ("you" or "Customer") for our software products and services.

This SLA applies to:

All 360° business management systems (SaaS subscriptions)
Cloud-hosted services and infrastructure
Technical support services
API and integration services

This SLA does NOT apply to:

Free trial periods
Services provided free of charge
Beta or preview features
Third-party services or integrations
Issues caused by customer actions or environment
Force majeure events

2. Definitions

2.1 Key Terms

"Availability" - The percentage of time the Service is operational and accessible during a Measurement Period.

"Downtime" - Any period when the Service is unavailable to Customer, excluding Scheduled Maintenance and Excused Downtime.

"Uptime" - The percentage of time during a Measurement Period that the Service is available.

"Measurement Period" - A calendar month (first day to last day).

"Service" - The specific Gestlat ThinkLab software application or service subscribed to by Customer.

"Scheduled Maintenance" - Planned service interruptions announced at least 48 hours in advance.

"Emergency Maintenance" - Unplanned maintenance required to address critical security or stability issues.

"Excused Downtime" - Downtime not counted against SLA commitments (see Section 4.4).

"Service Credit" - Compensation provided for SLA breaches, calculated as a percentage of monthly subscription fees.

"Critical Incident" - A Service failure affecting all or substantially all users with complete loss of core functionality.

"Major Incident" - A Service failure affecting multiple users or significantly degrading core functionality.

"Minor Incident" - A Service issue affecting individual users or non-core functionality.

"Response Time" - Time from ticket submission to initial response from support team.

"Resolution Time" - Time from ticket submission to issue resolution or workaround provision.

"Business Hours" - Monday through Friday, 8:00 AM to 6:00 PM East Africa Time (EAT), excluding public holidays in Uganda.

"Extended Hours" - Monday through Sunday, 6:00 AM to 10:00 PM EAT.

"24/7" - All hours, all days, including weekends and holidays.

3. Service Availability Commitments

3.1 Uptime Guarantees by Tier

Standard Tier (Included with Subscription)

Target Uptime: 99.5% per month
Maximum Downtime: 3.6 hours per month
Measurement: Monthly basis
Applies to: All standard software subscriptions

Premium Tier (Premium Support Customers)

Target Uptime: 99.7% per month
Maximum Downtime: 2.2 hours per month
Measurement: Monthly basis
Applies to: Premium support subscribers

Enterprise Tier (Enterprise Customers)

Target Uptime: 99.9% per month
Maximum Downtime: 43 minutes per month
Measurement: Monthly basis
Applies to: Enterprise customers with custom agreements

3.2 Uptime Calculation

Formula:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Example (30-day month):

Total Minutes: 43,200
Downtime: 216 minutes (3.6 hours)
Uptime: ((43,200 - 216) / 43,200) × 100 = 99.5%

3.3 Service Availability Monitoring

We monitor Service availability through:

Automated Monitoring: 24/7 system health checks
External Monitoring: Third-party uptime monitoring
User Reports: Customer-reported incidents
Performance Metrics: Response time and error rate tracking

Status Page: status.gestlatthinklab.com

Real-time service status
Historical uptime data
Scheduled maintenance calendar
Incident reports and updates

4. Downtime and Maintenance

4.1 Scheduled Maintenance

Maintenance Windows:

Primary Window: Sundays, 2:00 AM - 6:00 AM EAT
Secondary Window: Wednesdays, 2:00 AM - 4:00 AM EAT (if needed)
Frequency: Typically monthly or as needed

Notice Requirements:

Standard Maintenance: 48 hours advance notice
Major Updates: 7 days advance notice
Non-Invasive Updates: May occur without notice

Communication:

Email notification to registered contacts
Status page update
In-app notification (where applicable)

Scheduled Maintenance Exclusion:

Not counted as Downtime for SLA purposes
Maximum 4 hours per month (typical: 1-2 hours)

4.2 Emergency Maintenance

When Required:

Critical security vulnerabilities
Data integrity threats
System stability issues
Infrastructure failures

Notice:

As much advance notice as possible (minimum 1 hour for non-critical emergencies)
Immediate for critical security issues
Real-time status page updates

Emergency Maintenance Treatment:

First 2 hours per month: Not counted as Downtime
Beyond 2 hours: Counted as Downtime

4.3 Measuring Downtime

Downtime Begins:

When our monitoring detects Service unavailability, OR
When we receive credible customer report of unavailability

Downtime Ends:

When Service is restored and accessible to all users

Partial Outages:

If affecting >50% of users: Counted as full Downtime
If affecting 25-50% of users: Counted as 50% Downtime
If affecting <25% of users: Not counted as Downtime (handled as individual support issue)

4.4 Excused Downtime (Not Counted Against SLA)

Downtime caused by:

✅ Scheduled Maintenance (with proper notice)
✅ Customer's acts or omissions (misconfiguration, etc.)
✅ Customer's internet or network issues
✅ Customer's hardware or software issues
✅ Third-party services failures (payment gateways, etc.)
✅ Force majeure events (see Section 9)
✅ DDoS attacks or security incidents beyond our control
✅ Actions required by law or court order
✅ Customer's failure to use supported browsers/devices
✅ Beta or preview features
✅ Free trial or free tier services

5. Support Response Times

5.1 Support Tiers and Channels

Standard Support (Included)

Channels:

Email: [email protected]
Online ticket portal
Knowledge base (self-service)

Hours:

Business Hours: Monday-Friday, 8 AM - 6 PM EAT
Response times measured during Business Hours only

Premium Support (Premium Tier)

Channels:

Email: [email protected]
Phone: [Premium Support Number]
Online ticket portal
Live chat (during Extended Hours)

Hours:

Extended Hours: Monday-Sunday, 6 AM - 10 PM EAT
Response times measured during Extended Hours

Enterprise Support (Enterprise Tier)

Channels:

Dedicated account manager
Email: [Dedicated Email]
Priority phone: [Enterprise Hotline]
Online ticket portal
Emergency hotline (24/7 for Critical issues)

Hours:

24/7 availability for Critical incidents
Extended Hours for Major and Minor incidents

5.2 Incident Priority Levels

Priority 1: Critical (P1)

Definition:

Complete Service outage for all or substantially all users
Critical security breach or data loss
Core functionality completely unavailable
Significant business impact

Examples:

Entire system down
Data corruption or loss
Critical security vulnerability exploited
Payment processing failure (all customers affected)

Priority 2: Major (P2)

Definition:

Significant functionality impaired
Multiple users affected
Major feature unavailable
Moderate business impact
Performance severely degraded

Examples:

Key module unavailable (e.g., reporting, POS)
Synchronization failures
Major data import/export issues
Widespread login problems

Priority 3: Minor (P3)

Definition:

Limited functionality affected
Individual user or small group affected
Workaround available
Low to moderate business impact

Examples:

Single user login issues
Minor UI bugs
Non-critical feature malfunction
Performance issues for individual users

Priority 4: Low (P4)

Definition:

Minimal impact on functionality
Cosmetic issues
Feature requests
General inquiries
Documentation questions

Examples:

Typos or formatting issues
Feature enhancement requests
How-to questions
Non-urgent clarifications

5.3 Response Time Commitments

Standard Support Response Times

Priority	Initial Response	Status Updates	Resolution Target
P1 - Critical	4 hours	Every 4 hours	12 hours
P2 - Major	8 hours	Every 12 hours	24 hours
P3 - Minor	24 hours	Every 24 hours	3 business days
P4 - Low	48 hours	As needed	5 business days

Response times measured during Business Hours only

Premium Support Response Times

Priority	Initial Response	Status Updates	Resolution Target
P1 - Critical	2 hours	Every 2 hours	8 hours
P2 - Major	4 hours	Every 6 hours	16 hours
P3 - Minor	12 hours	Every 12 hours	2 business days
P4 - Low	24 hours	As needed	3 business days

Response times measured during Extended Hours

Enterprise Support Response Times

Priority	Initial Response	Status Updates	Resolution Target
P1 - Critical	1 hour (24/7)	Every hour	4 hours
P2 - Major	2 hours	Every 4 hours	8 hours
P3 - Minor	6 hours	Every 12 hours	1 business day
P4 - Low	12 hours	As needed	2 business days

P1 available 24/7; P2-P4 measured during Extended Hours

5.4 Resolution Targets vs. Guarantees

Important Note:

Resolution targets are goals, not guarantees
We commit to best efforts to meet targets
Complex issues may require more time
We'll provide regular updates and workarounds when possible

Resolution Defined:

Issue fully resolved, OR
Workaround provided that restores functionality, OR
Root cause identified with resolution timeline provided

6. Service Credits and Remedies

6.1 Service Credit Eligibility

You are eligible for Service Credits if:

✅ You are a paying customer (not free trial)
✅ Your account is in good standing (no payment issues)
✅ Downtime is not Excused Downtime
✅ You submit a claim within 30 days of incident
✅ You comply with this SLA and Terms of Service

6.2 Service Credit Calculation

Standard Tier Service Credits

Monthly Uptime Achieved	Service Credit
99.5% - 99.0%	10% of monthly fee
99.0% - 95.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

Premium Tier Service Credits

Monthly Uptime Achieved	Service Credit
99.7% - 99.5%	10% of monthly fee
99.5% - 99.0%	25% of monthly fee
99.0% - 95.0%	50% of monthly fee
Below 95.0%	100% of monthly fee

Enterprise Tier Service Credits

Monthly Uptime Achieved	Service Credit
99.9% - 99.7%	15% of monthly fee
99.7% - 99.5%	30% of monthly fee
99.5% - 99.0%	60% of monthly fee
Below 99.0%	100% of monthly fee

6.3 Service Credit Limitations

Maximum Credit:

No more than 100% of monthly subscription fee per month
Credits apply only to affected Service, not entire account

Credit Application:

Applied to future invoices
No cash refunds (except where legally required)
Must have active subscription to receive credit
Cannot combine with other discounts or promotions

Credit Expiration:

Credits expire 12 months after issuance
Unused credits forfeited upon account termination

6.4 Claiming Service Credits

Process:

Submit Claim:
- Email: [email protected]
- Subject: "SLA Credit Claim - [Account ID]"
- Include: Account details, dates of outage, impact description
Required Information:
- Account name and ID
- Service affected
- Date and time of outage (EAT)
- Duration of outage experienced
- Supporting evidence (screenshots, error messages)
Submission Deadline:
- Within 30 days of end of month in which outage occurred
- Late claims not accepted
Review Process:
- We review claim within 10 business days
- May request additional information
- Decision communicated via email
Credit Application:
- Approved credits applied to next invoice
- You'll receive confirmation email with credit amount

6.5 Sole Remedy

IMPORTANT: Service Credits are your sole and exclusive remedy for any Service availability failure or support response time breach. We provide no other compensation or damages for SLA violations except as required by law.

7. Performance Metrics

7.1 Response Time Performance

We target the following application response times:

Web Application:

Page Load: < 3 seconds (95th percentile)
API Response: < 500ms (95th percentile)
Database Queries: < 200ms (average)

Mobile Application:

App Launch: < 5 seconds
Screen Load: < 2 seconds
Data Sync: < 30 seconds (typical dataset)

Offline-First Performance:

Local Operations: Instant
Sync When Online: < 60 seconds (background)

7.2 Data Backup and Recovery

Backup Frequency:

Full Backup: Daily (during maintenance window)
Incremental Backup: Every 6 hours
Transaction Logs: Continuous

Backup Retention:

Daily Backups: 30 days
Weekly Backups: 90 days
Monthly Backups: 1 year

Recovery Point Objective (RPO):

Standard: Up to 6 hours of data loss
Premium: Up to 1 hour of data loss
Enterprise: Up to 15 minutes of data loss

Recovery Time Objective (RTO):

Standard: 12 hours
Premium: 6 hours
Enterprise: 2 hours

7.3 Data Retention After Termination

Active subscription: Data retained per retention policy
After termination: 30-day grace period to export data
After 30 days: Data may be permanently deleted
Legal holds: Data retained as legally required

8. Customer Responsibilities

To maintain SLA eligibility, you must:

8.1 Technical Requirements

✅ Use supported browsers and operating systems
✅ Maintain adequate internet connectivity
✅ Keep devices and software updated
✅ Follow security best practices
✅ Use Services as documented

8.2 Account Management

✅ Keep account information current
✅ Monitor usage and activity
✅ Maintain payment information
✅ Respond to our communications promptly
✅ Report issues in timely manner

8.3 Support Cooperation

✅ Provide clear, detailed issue descriptions
✅ Include relevant information (error messages, screenshots)
✅ Test suggested solutions
✅ Participate in troubleshooting
✅ Grant access when needed (with proper security)

8.4 Policy Compliance

✅ Comply with Terms of Service
✅ Comply with Acceptable Use Policy
✅ Use Services lawfully
✅ Pay subscription fees on time

Failure to meet these responsibilities may void SLA commitments.

9. Force Majeure

We are not liable for Service failures caused by events beyond our reasonable control, including:

9.1 Natural Events

Earthquakes, floods, fires
Severe weather or storms
Pandemics or epidemics
Natural disasters

9.2 Human Events

War, terrorism, civil unrest
Strikes or labor disputes
Government actions or regulations
Internet backbone failures
Power grid failures

9.3 Technical Events

Catastrophic hardware failures
Widespread Internet outages
DDoS attacks of extraordinary magnitude
Zero-day vulnerabilities requiring immediate action

9.4 Force Majeure Treatment

Downtime caused by force majeure: Excused Downtime
We'll communicate status and restoration efforts
Services restored as soon as reasonably possible
No Service Credits for force majeure events

10. SLA Monitoring and Reporting

10.1 Transparency

We provide:

Real-Time Status: status.gestlatthinklab.com
Monthly Uptime Reports: Available on request
Incident Reports: Post-mortem for major incidents
Performance Metrics: Available in customer portal

10.2 Monthly Uptime Reports

Available information:

Overall uptime percentage
Total downtime (minutes)
Scheduled vs. unscheduled downtime
Number and severity of incidents
Average response times
Service Credits issued

Request Reports: Email [email protected]

10.3 Incident Post-Mortems

For major incidents (P1/P2), we provide:

Root cause analysis
Timeline of events
Impact assessment
Remediation steps taken
Preventive measures implemented

11. SLA Exceptions

11.1 Services Excluded from SLA

Free trial periods
Beta or preview features
Promotional or free services
Deprecated products
Third-party services

11.2 Customers Excluded from SLA

Accounts in arrears (payment overdue)
Suspended accounts (policy violations)
Free tier users
Customers in breach of Terms

11.3 Special Circumstances

Custom SLAs for enterprise customers may differ
Government contracts may have specific SLAs
White-label or reseller arrangements: Custom terms

12. Changes to SLA

12.1 Right to Modify

We may update this SLA to:

Reflect service improvements
Adjust to technical changes
Comply with legal requirements
Improve clarity

12.2 Notice of Changes

Material Changes:

30 days advance notice via email
Posted on website with updated date
Opportunity to review before renewal

Non-Material Changes:

Posted on website
Email notification
Effective upon posting

12.3 Effect on Existing Customers

Changes apply at next renewal
Current subscription period: Existing SLA terms apply
Option to cancel if you disagree with changes

13. Escalation Procedures

13.1 Standard Escalation Path

Level 1: Support Team

Initial point of contact
First-line troubleshooting
Ticket creation and tracking

Level 2: Technical Team

Complex technical issues
Engineering escalation
In-depth troubleshooting

Level 3: Management

Unresolved issues after Level 2
Policy questions
Contractual concerns

Level 4: Executive

Critical business issues
Major disputes
Strategic concerns

13.2 When to Escalate

Issue unresolved after reasonable time
Repeated occurrences of same problem
Significant business impact
Inadequate response or communication
Disagreement with proposed resolution

13.3 How to Escalate

Email Escalation:

Standard: [email protected]
Executive: [email protected]
Include: Original ticket number, issue summary, escalation reason

Phone Escalation:

Premium/Enterprise: Use dedicated escalation number
Provide ticket number and urgency level

14. Definitions of Service-Specific SLA Terms

14.1 ESchool360

"Available" means:

Student information accessible
Fee management functional
Learning management accessible
Reports generatable

14.2 ShopFlow360, MiseOps360

"Available" means:

POS functionality operational
Inventory tracking functional
Sales recording working
Mobile money integration active

14.3 HealthCenterOps360, DrugStoreOps360

"Available" means:

Patient/customer records accessible
Prescription management working
Billing functional
Insurance processing operational

14.4 Other 360° Products

Similar definitions apply with core functionality specific to each product.

15. Contact Information

15.1 Support Contacts

Standard Support:

Email: [email protected]
Phone: [Standard Support Number]
Hours: Monday-Friday, 8 AM - 6 PM EAT

Premium Support:

Email: [email protected]
Phone: [Premium Support Number]
Hours: Monday-Sunday, 6 AM - 10 PM EAT

Enterprise Support:

Email: [Dedicated Account Manager Email]
Phone: [Enterprise Hotline]
Emergency: [24/7 Emergency Number]

15.2 SLA-Specific Contacts

SLA Claims:

Email: [email protected]

Escalations:

Management: [email protected]
Executive: [email protected]

Status Updates:

Website: status.gestlatthinklab.com
Twitter: @GestlatStatus (if available)

16. Related Documents

This SLA should be read in conjunction with:

In case of conflict, the Terms of Service prevail, then this SLA.

17. Legal Provisions

17.1 Limitation of Liability

Service Credits are your sole remedy for SLA breaches. Our total liability under this SLA shall not exceed Service Credits as specified herein.

17.2 Warranty Disclaimer

Services provided "as is" with SLA commitments representing our best efforts. This SLA does not expand warranties beyond those in Terms of Service.

17.3 Governing Law

This SLA governed by laws of the Republic of Uganda.

17.4 Dispute Resolution

Disputes resolved per Terms of Service dispute resolution provisions.

18. Acknowledgment

By using Gestlat ThinkLab Services, you acknowledge:

You have read and understood this SLA
You understand SLA commitments and limitations
You understand Service Credit process
You agree to fulfill customer responsibilities
You understand this SLA works with Terms of Service

Last Updated: December 17, 2025
Effective Date: December 17, 2025
Version: 1.0

Summary Table: Key SLA Commitments

Tier	Uptime Target	Max Downtime/Month	P1 Response	Resolution Target	Service Credit Max
Standard	99.5%	3.6 hours	4 hours	12 hours	50% monthly fee
Premium	99.7%	2.2 hours	2 hours	8 hours	100% monthly fee
Enterprise	99.9%	43 minutes	1 hour (24/7)	4 hours	100% monthly fee

This Service Level Agreement is available in English, French (Français), and Arabic (العربية). The English version is authoritative in case of discrepancies.

Gestlat ThinkLab
Address: Kampala, Kampala, Uganda
Website: www.gestlatthinklab.com
Email: [email protected]
Support: [email protected]
SLA Claims: [email protected]