Service Level Agreement

1. Support hours and channels

Standard hours: Monday to Friday, 08:00–18:00 East Africa Time, excluding Tanzanian public holidays.

Raise anything through the client portal, where it is tracked against these times. Email to info@tech-x.co.tz works too but is not tracked as tightly.

Priority and Enterprise plans include an out-of-hours phone line for Severity 1 only.

2. Severity levels and response times

We set the initial severity and will tell you why. If you disagree, say so and we will review it — we would rather over-respond than argue about a label.

3. Uptime

For sites and applications hosted by Tech-X, we target 99.5% monthly uptime, measured from an external monitor at one-minute intervals.

Excluded from the calculation:

• Scheduled maintenance announced at least 48 hours in advance;
• Outages caused by your own code changes, content or third-party integrations;
• Failures at your domain registrar or DNS provider where we do not control the account;
• Force majeure, including national internet or power failure.

Enterprise clients can contract a 99.9% target with a written monitoring report.

4. Maintenance windows

Routine maintenance runs Sundays 02:00–05:00 EAT, when traffic is at its lowest. Most of it causes no interruption at all.

Anything expected to interrupt service is announced at least 48 hours ahead by email and in your portal. Emergency security patching may be applied without notice; we will tell you within 24 hours of doing so and explain why.

5. Service credits

If we miss the uptime target in a calendar month, you can claim a credit against the next invoice:

Claim within 30 days of the month in question by raising a request in your portal. Credits are the sole remedy for missed uptime targets and are capped at that month's fee.

6. What a care plan covers

Included

• Hosting, SSL certificate renewal and daily backups;
• Uptime monitoring and alerting;
• Security patching of the platform and dependencies;
• Bug fixes on work we delivered;
• A monthly allowance of small content and configuration changes;
• A quarterly performance and security report.

Not included

• New features and new pages — quoted separately;
• Redesigns or restructuring;
• Third-party licence and subscription fees;
• Content writing, photography or translation;
• Fixing work performed by another party after handover.

7. Escalation

1. Raise it in the portal — the assigned engineer sees it immediately;
2. No response inside the target? Reply to the same thread with “ESCALATE”. It goes to the project lead;
3. Still nothing after 4 business hours? Email info@tech-x.co.tz with “ESCALATION” in the subject. It reaches the directors;
4. For a Severity 1 outside standard hours on a Priority or Enterprise plan, call +255 695 387 832.

How to reach us about this document

Questions about this document, or a request under it, should go to info@tech-x.co.tz with the document name in the subject line. We acknowledge every message within two business days.