Service Level Agreement (SLA) – Technolutions (PTY) Ltd

1) What this SLA covers

Services include hosting and cloud, network connectivity, managed IT, software platforms, support and maintenance. This SLA sets the baseline for uptime, support hours, response targets, and maintenance windows.

2) Ticket Logging Process

For optimal response times, anyone requiring technical assistance must log a support ticket. Once the ticket is submitted:

1. A technician will activate our Remote Support tool upon receiving authorisation from the requester.
2. Technolutions (Pty) assumes responsibility for the ticket and assigns it to an available engineer.
3. The ticket will be managed in accordance with our escalation matrix, ensuring prioritisation based on severity.
4. Upon resolution, the client will receive a closure update via email.

3) Support hours

Standard support: Monday–Friday, 08:00–17:00 (local time), excluding public holidays.
After‑hours support: Best‑effort and may be billed separately unless agreed otherwise.
Emergency help: 24/7 for critical outages.

4) How quickly we respond

Severity	What it means	Target first response	Target fix*
Critical	Complete outage or severe impact	1 hour	4 hours
High	Major disruption affecting many users	2 hours	8 hours
Medium	Partial outage or performance issues	4 hours	24 hours
Low	Minor issues or general queries	8 hours	3 business days

*Targets, not guarantees. Fix times can depend on external factors.

5) Maintenance

Planned maintenance: We’ll give at least 48 hours’ notice where possible.
Emergency maintenance: May occur without notice to ensure security or stability.

6) What’s not covered

Events outside our control (e.g., power failures, upstream internet issues, natural disasters).
Issues caused by customer actions (e.g., misconfigurations, unauthorised changes).
Beta or trial services.
Scheduled maintenance windows.
Force majeure events.

7) Service Level Expectations

Response times depend on technician availability and issue severity
Every support request must be logged as a ticket. Direct emails or calls to support staff without logging a ticket are discouraged—please use support@o-it.co.za to ensure proper tracking and resolution
Business-Critical Issues: As per our escalation matrix, these tickets have a maximum response time of 1 hour.
All on-site work must be documented in a job card, signed by the client, and categorized as billable or non-billable. If a job card is not completed, the ticket itself will serve as the official record.
This contract covers working hours only, excluding weekends and public holidays unless otherwise agreed upon
Hardware and software deliveries require a signed delivery note signed by a representative of the end client

8) Exclusions for liability

To the maximum extent permitted by law, we are not liable for:

Indirect, incidental, special, or consequential damages.
Loss of profits, revenue, data, or business opportunities.
Damages resulting from third‑party services, acts, or omissions.
Any amount exceeding the total fees paid by you for the affected service during the three (3) months before the incident.

9) Updates to this SLA

We may update this SLA occasionally. We’ll post updates here and change the effective date below.