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:
- Terms of Service
- Privacy Policy
- Software License Agreement (EULA)
- Acceptable Use Policy
- Data Protection Policy
- Support Documentation
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]