Service Level Agreement (SLA)
Introduction
This Service Level Agreement (SLA) outlines the expected level of service between Metro ICT Limited and our clients for Odoo ERP implementation and support services.
Scope of Services
We provide comprehensive Odoo ERP services, including implementation, support, maintenance, and training. You can onboard our services at our shop: https://odoo.co.ke/shop.
Service Availability
Our support services are available 24/7. We guarantee a 99.9% uptime for all hosted solutions.
Response and Resolution Times
- Critical Issues: Response within 1 hour, resolution within 4 hours. (e.g., user inability to close a POS session to start a new one)
- Major Issues: Response within 4 hours, resolution within 24 hours. (e.g., an issue with a module update)
- Minor Issues: Response within 24 hours, resolution within 3 days. (e.g., scoping for new features)
Support Channels
You can reach us via:
- Email: support@odoo.co.ke
- Phone: +254-702 23 32 22
- Live Chat: Available on our website odoo.co.ke/chat
Client Responsibilities
Clients are expected to provide necessary system access and timely feedback to help resolve issues.
Performance Metrics
We measure our service performance using the following KPIs:
- Average response time
- Average resolution time
- Customer satisfaction score
Escalation Procedures
If an issue is not resolved within the specified time frame, it will be escalated to the next level of support. Contact our support team for escalation at escalation@odoo.co.ke.
Maintenance and Updates
Scheduled maintenance will be communicated at least 48 hours in advance. Updates and patches are deployed during off-peak hours to minimize disruption.
Confidentiality and Security
We adhere to strict data protection policies as outlined in our Privacy Policy.
Compensation and Penalties
In the event of an SLA breach, clients are entitled to service credits as detailed in our compensation policy.
Termination and Changes
This SLA is subject to review and modification with 30 days' notice. Clients may terminate the SLA under the conditions specified in our Legal Notice.
Contact Information
For any queries regarding this SLA, please contact us at sla@odoo.co.ke.
Metro ICT Limited cares about professionalism and delivering high-quality services to our clients.