Last updated: January 2025
This Service Level Agreement (SLA) applies to all Annual Maintenance Contracts (AMC) and ongoing support engagements with Miano Software Solutions. It defines the service standards, response times and escalation procedures that govern our support obligations.
Support is available via: WhatsApp (+254 721 401 681), Email (info@mianosoftwaresolutions.co.ke), and Phone (+254 721 401 681). Support hours are Monday to Friday 8:00 AM to 6:00 PM EAT and Saturday 9:00 AM to 2:00 PM EAT. Emergency support for Critical issues is available outside business hours for AMC clients.
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System completely down, no workaround | 2 hours | 8 business hours |
| High | Major function unavailable, partial workaround | 4 hours | 1 business day |
| Medium | Minor function affected, workaround available | 8 hours | 3 business days |
| Low | Cosmetic issues, general enquiries | 2 business days | 5 business days |
If a ticket is not acknowledged within the response time: Level 1 — Assigned Engineer. Level 2 (response time +50%) — Senior Engineer. Level 3 (response time +100%) — Technical Director. Level 4 (response time +200%) — Managing Director. All escalations are logged and tracked in our support system.
This SLA does not cover: issues caused by client-made changes outside our scope; third-party infrastructure outages (Safaricom, KRA portal, AWS); force majeure events; issues on systems not covered by the active AMC; and requests for new features or enhancements (which are quoted separately).
For hosted applications under our management, we target 99.5% monthly uptime excluding scheduled maintenance windows. Scheduled maintenance is communicated at least 48 hours in advance and performed outside business hours where possible.
AMC clients receive a monthly support summary report covering: tickets raised and resolved, average response and resolution times, system health metrics and recommendations. A quarterly review call is available upon request.