UYEH TECH - Service Level Agreement (SLA)

Service Level Agreement Overview

At UYEH TECH, we take your business seriously. This Service Level Agreement (SLA) outlines our commitments to you regarding service availability, response times, and support quality. We maintain enterprise-grade infrastructure and professional support to ensure your digital experiences run smoothly 24/7.

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                    Key Principle
                
                    This SLA is not just a legal document—it's our promise to you. We're held accountable to these standards, and we track our performance metrics transparently. If we fail to meet our SLA commitments, we make it right.

Support Response Times

We respond to your requests based on priority level. Our response times are measured from the moment you submit a request to when our team provides the first substantive response (not an automated acknowledgment).

Priority Level	Definition	First Response	Resolution Target
Critical	Complete service outage affecting production	1-2 hours	4-8 hours
High	Significant feature unavailable or degraded performance	4-8 hours	24-48 hours
Medium	Minor feature issue or general inquiry	12-24 hours	3-5 business days
Low	Feature request or general question	24-48 hours	5-7 business days

                    ⚡
                    Pro Tip
                

Properly categorizing your request helps us respond faster. When in doubt, choose a higher priority—we'll adjust if needed. For true emergencies, use the "Critical" designation in our Service Request Portal.

Uptime Guarantee

We guarantee industry-leading uptime for all services hosted on our infrastructure. Our redundant systems and proactive monitoring ensure your digital experiences are always available.

99.9%

Guaranteed Uptime

What This Means

Maximum allowed downtime: 43.8 minutes per month
8.76 hours maximum per year
Excludes scheduled maintenance windows (communicated 72 hours in advance)
Monitored 24/7/365 with automated alerts
Full transparency via our System Status Page

Service Credits

If we fail to meet our 99.9% uptime guarantee, you are eligible for service credits:

99.0% - 99.9% uptime: 10% monthly service credit
95.0% - 99.0% uptime: 25% monthly service credit
Below 95.0% uptime: 50% monthly service credit

Credits must be requested within 30 days of the incident and are applied to your next billing cycle.

Covered Services

Our SLA covers all services delivered by UYEH TECH. Each service category has specific guarantees and support protocols.

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Web Hosting

99.9% uptime, automatic backups, SSL certificates, and CDN integration included.

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UI/UX Design

Design revisions, asset delivery, and ongoing design support as per project scope.

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Web Development

Bug fixes, security patches, performance optimization, and feature enhancements.

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API Services

99.9% API uptime, rate limit support, and integration assistance.

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Mobile Applications

App updates, crash monitoring, and platform compliance support.

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Security & Compliance

SSL/TLS encryption, regular security audits, and vulnerability patching.

Support Availability

Standard Support Hours

Monday - Friday: 8:00 AM - 8:00 PM (WAT - West Africa Time)
Saturday: 10:00 AM - 4:00 PM (WAT)
Sunday: Emergency support only for Critical issues

After-Hours Emergency Support

For Critical issues that occur outside standard hours:

Emergency hotline available 24/7 for production outages
Maximum 2-hour response time for Critical issues
Dedicated on-call engineer assigned to your account
All emergency incidents tracked and reviewed for prevention

Issue Escalation Process

If you're not satisfied with the response or resolution time, here's how to escalate:

Escalation Levels

Level 1: Support Team

Initial point of contact via our Service Request Portal or email.
Expected response: As per priority level above

Level 2: Technical Lead

If no response within SLA timeframe, or issue requires senior technical expertise.
Email: tech@uyehtech.com
Expected response: Within 4 hours

Level 3: Management

For unresolved Critical issues or SLA violations.
Email: ceo@uyehtech.com
Expected response: Within 2 hours

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                    Emergency Contact
                
                    For life-or-death emergencies (e.g., security breach, complete production outage affecting critical business operations), contact our emergency hotline immediately. This number is provided to all active clients.

Scheduled Maintenance

Maintenance Policy

All scheduled maintenance is announced 72 hours in advance via email and status page
Maintenance windows are typically scheduled during off-peak hours (2:00 AM - 6:00 AM WAT)
Maximum 4 hours of scheduled downtime per month (excluded from uptime calculation)
Emergency security patches may be applied with shorter notice
You can request to reschedule maintenance windows with 48-hour notice

What Happens During Maintenance

During scheduled maintenance windows:

Your service may experience brief interruptions (typically < 15 minutes)
A maintenance page is displayed to visitors if needed
All data backups are performed before any changes
Post-maintenance testing ensures everything works correctly
Summary email sent after completion with any notable changes

SLA Exclusions

This SLA does not apply in the following circumstances:

Scheduled maintenance windows (announced 72+ hours in advance)
Issues caused by third-party services or integrations outside our control
Downtime resulting from client-requested changes or customizations
Force majeure events (natural disasters, acts of war, etc.)
Issues caused by unauthorized access or modifications to your services
ISP or network connectivity issues on the client side
DDoS attacks or other malicious activities (though we have protection in place)

Service Level Agreement