This Service Level Agreement defines the uptime and support commitments
Advantage Online LTD makes to SafariFlow customers.
1. Service Availability
1.1 Uptime Commitment
We commit to the following uptime guarantees:
| Plan |
Monthly Uptime |
Max Downtime/Month |
| Starter |
99.5% |
~3.6 hours |
| Professional |
99.9% |
~43 minutes |
| Enterprise |
99.95% |
~22 minutes |
1.2 Exclusions
Uptime calculations exclude:
- Scheduled maintenance (notified 48 hours in advance)
- Force majeure events (natural disasters, war, etc.)
- Issues caused by your infrastructure or internet provider
- User error or account suspension
- Third-party service failures (payment processors, etc.)
2. Maintenance Windows
Scheduled maintenance is performed:
- Time: Typically Sundays, 02:00 - 06:00 EAT (Kenya time)
- Frequency: Monthly or as needed
- Notification: 48-hour advance notice via email and in-app banner
- Duration: Usually under 2 hours
3. Support Response Times
3.1 Support Channels
- Email: [email protected]
- In-App Chat: Available for Professional & Enterprise plans
- Phone: Enterprise plan only
3.2 Response Time Commitments
| Severity |
Starter |
Professional |
Enterprise |
| Critical (System Down) |
4 hours |
2 hours |
1 hour |
| High (Major Feature) |
12 hours |
6 hours |
4 hours |
| Medium (Minor Issue) |
24 hours |
12 hours |
8 hours |
| Low (Question/Request) |
48 hours |
24 hours |
12 hours |
3.3 Support Hours
- Starter: Monday-Friday, 9:00-17:00 EAT
- Professional: Monday-Saturday, 8:00-20:00 EAT
- Enterprise: 24/7 for critical issues
4. Service Credits
4.1 Credit Calculation
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime |
Service Credit |
| 99.0% - 99.5% |
10% of monthly fee |
| 95.0% - 99.0% |
25% of monthly fee |
| Below 95.0% |
50% of monthly fee |
4.2 How to Claim Credits
To claim a service credit:
- Submit a claim to [email protected] within 7 days of the incident
- Include affected dates/times and impact description
- We will review and respond within 5 business days
- Approved credits applied to your next invoice
Service credits are your sole remedy for SLA breaches and do not
accumulate beyond one month's fee.
5. Data Backup & Recovery
- Backup Frequency: Daily automated backups
- Retention: 30 days of backup history
- Recovery Time Objective (RTO): 4 hours for critical data
- Recovery Point Objective (RPO): Maximum 24-hour data loss
6. Performance Metrics
We monitor:
- Page Load Time: Under 2 seconds (global average)
- API Response Time: Under 500ms (95th percentile)
- Database Queries: Under 100ms (average)
7. Security Incident Response
In case of a security breach:
- Affected customers notified within 72 hours
- Full incident report provided within 7 days
- Remediation steps taken immediately
8. Changes to SLA
We may update this SLA with 30 days' notice. Downgrades to commitments require customer consent for
existing plans.
9. Contact