Overview
This Service Level Agreement (SLA) is an agreement between Apex Tech Solutions Ltd (“Apex Tech Solutions”, “we”, “our”, or “us”) and our Subscribers, which include healthcare facilities and providers (“Subscriber”, “you” or “your”). This document outlines the performance metrics, support commitments, maintenance procedures, and responsibilities that govern our provision of the Apex Tech Solutions platform (the “Service”). By using our Service, you agree to be bound by the terms of this SLA.
Scope of the Agreement
This SLA applies to all Subscribers using the Apex Tech Solutions platform, including web-based applications, mobile applications, and any related services or tools provided by Apex Tech Solutions. This SLA does not cover issues caused by factors outside of our reasonable control (e.g., third-party service failures, internet service provider issues, or force majeure events).
Service Availability and Uptime
Uptime Commitment
Apex Tech Solutions is committed to providing a reliable service with a minimum uptime of 99.0% per calendar month. Uptime is calculated as the total number of minutes in a month minus any downtime, divided by the total number of minutes in that month.
Scheduled Maintenance
Maintenance Windows: Scheduled maintenance is planned during low-usage periods and will generally be communicated at least 48 hours in advance. Such maintenance time is not counted as downtime.
Emergency Maintenance: In cases where immediate maintenance is required to address security vulnerabilities or critical issues, Apex Tech Solutions reserves the right to perform emergency maintenance with prior notice provided as soon as feasible.
Downtime and Credits
Definition of Downtime: Downtime is defined as any period when the Apex Tech Solutions Service is inaccessible to the Subscriber or is not operating in a fully functional state.
Service Credits: If the uptime falls below the committed 99.5% in a given month (excluding scheduled maintenance), Subscribers may be eligible for a service credit. The credit is calculated as a percentage of the monthly subscription fee as follows:
98.0% to 99.0% uptime: 5% credit
96.0% to 98.0% uptime: 10% credit
Below 96.0% uptime: 15% credit
To claim a credit, Subscribers must submit a written request within 30 days after the affected month. Service credits are the sole remedy for any failure to meet the uptime commitment.
Performance Metrics
Response Time
Page Load Times: Apex Tech Solutions aims to achieve an average page load time of less than 5 seconds under normal conditions.
API Response Times: For API-based interactions, the average response time shall be less than 3 seconds.
Incident Response
Incident Classification: Incidents are classified based on severity:
Critical (Severity 1): Service outage affecting all users or a major feature that prevents the Service from being used. Response within 1 hour; resolution or workaround within 4 hours.
High (Severity 2): Significant impact on service functionality, affecting multiple users but not a complete outage. Response within 2 hours; resolution or workaround within 8 hours.
Medium (Severity 3): Limited impact on service, affecting some users or minor functionality. Response within 4 hours; resolution within 24 hours.
Low (Severity 4): Minor issues or informational requests that do not impact service functionality. Response within 1 business day; resolution within 3 business days.
Communication: Afyadynamics will communicate incident status updates via email or through our status page.
Support and Customer Service
Support Channels
Subscribers can access support through:
Email: support@apextechsolutions.co.ke
Phone: +254 748 70 70 94 (during business hours)
Online Help Desk: Available through the Apex Tech Solutions platform.
Support Hours
Business Hours: Monday to Friday, 8:00 AM to 5:00 PM East Africa Time (EAT), excluding public holidays.
After-Hours Support: For critical issues (Severity 1), after-hours support is available through our emergency hotline.
Resolution and Escalation
If a support request is not resolved within the defined timeframes, the issue will be escalated to the next level of technical management. Subscribers will be informed of the escalation process and any changes to the status of their incident.
Maintenance and System Updates
Regular Maintenance
Apex Tech Solutions performs regular maintenance to ensure the health, security, and performance of the platform. This includes software updates, security patches, and system optimizations. Scheduled maintenance will be communicated in advance and performed during off-peak hours where possible.
Emergency Maintenance
In emergency situations where immediate action is required to address a critical vulnerability or system failure, Afyadynamics may perform emergency maintenance without prior notice. We will communicate any such incidents as soon as possible.
Security Measures
Apex Tech Solutions is committed to protecting your data and ensuring the security of our platform. Our security measures include:
Encryption: Data transmitted between your device and our servers is encrypted using SSL/TLS protocols.
Access Controls: Strict access controls and authentication measures are in place to ensure only authorized personnel can access sensitive data.
Regular Audits: We conduct regular security audits, vulnerability assessments, and penetration testing.
Incident Response: A formal incident response plan is in place to address and resolve security issues promptly.
Responsibilities of Apex Tech Solutions and Subscribers
Apex Tech Solutions’ Responsibilities
Provide access to the Apex Tech Solutions platform in accordance with the commitments set forth in this SLA.
Ensure that scheduled maintenance and emergency updates are communicated in a timely manner.
Provide support and issue resolution in accordance with the response and resolution times outlined in this SLA.
Maintain high security standards and protect Subscriber data in line with industry best practices and applicable laws.
Subscriber Responsibilities
Provide accurate and complete account and contact information.
Ensure that internal users follow security best practices, including using strong passwords and not sharing account credentials.
Report any issues or incidents promptly to our support team.
Ensure that the hardware and network infrastructure used to access the Apex Tech Solutions platform meet the necessary requirements.
Reporting and Review
Apex Tech Solutions will provide Subscribers with periodic reports on system performance, including uptime and incident details. These reports will be available upon request and may be reviewed during quarterly or annual performance review meetings.
Changes to the SLA
Apex Tech Solutions reserves the right to update or modify this SLA at any time. Any changes
will be communicated to Subscribers at least 30 days before they take effect, unless an
immediate update is necessary to address a critical issue. Continued use of the Services after the effective date of the revised SLA constitutes your acceptance of the updated terms.
Dispute Resolution
Any disputes arising out of or related to this SLA will be addressed through good-faith negotiations between the parties. If a resolution cannot be reached within 60 days, the dispute will be submitted to binding arbitration in accordance with the rules of the designated arbitration body in Kenya. Both parties agree to waive any rights to participate in class-action litigation related to these disputes.
Service Credits and Remedies
Should Apex Tech Solutions fail to meet the service performance levels specified in this SLA (excluding scheduled maintenance and circumstances beyond our control), Subscribers may be eligible for service credits as outlined in Section 3.3. These service credits are the sole and exclusive remedy available to Subscribers for any failure to meet the SLA.
Contact Information
For any questions or issues related to this SLA or the performance of our Services, please contact our support team:
Apex Tech Solutions
Email: support@apextechsolutions.co.ke
Phone: +254 748 70 70 94
Website: www.apextechsolutions.co.ke
By using the Apex Tech Solutions platform, you agree to the terms outlined in this Service Level Agreement. We are committed to providing a high-quality, reliable, and secure service, and we appreciate your trust in us as your healthcare management partner. If you have any feedback or require further clarification on any part of this SLA, please do not hesitate to contact us.