Service Level Agreement (SLA)
Last updated: January 6, 2026
Uptime Commitment
Kitonga commits to maintaining 99.9% uptime for our cloud platform. This translates to a maximum of 43 minutes of unplanned downtime per month.
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Support Response Times
Critical (P1)
Complete service outage, payment processing down
Response: 1 hour | Resolution: 4 hours
High (P2)
Major feature unavailable, router connectivity issues
Response: 4 hours | Resolution: 24 hours
Medium (P3)
Minor feature issues, non-blocking problems
Response: 24 hours | Resolution: 72 hours
Low (P4)
Feature requests, general questions
Response: 48 hours | Resolution: Best effort
Exclusions
The following are not covered by this SLA:
- Scheduled maintenance (announced 48 hours in advance)
- Issues caused by your MikroTik router configuration
- Third-party payment provider outages (M-Pesa, Tigo Pesa, etc.)
- Internet connectivity issues at your location
- Force majeure events (natural disasters, government actions)
- Beta or trial features
- Accounts with overdue payments
Reporting Issues
To report a service issue or request SLA credits:
- Email: info@klikcell.com
- Emergency Hotline: +255 772236727
- Status Page: status.kitonga.klickcell.com
Credit requests must be submitted within 30 days of the incident.