Service Level Agreement (SLA)
Part V of the Mentora Tanzania Legal Framework
Effective Date: 1 January 2026 · © 2026 Mentora Tanzania — A solution by Evolucion Technologies Company Limited
35. Purpose
This Service Level Agreement (SLA) defines the measurable performance standards, availability targets, and support commitments that Evolucion Technologies Company Limited guarantees to Institutions subscribing to the Mentora Tanzania platform. This SLA forms part of the overarching Mentora Service Agreement.
36. Service Availability
| Service Component | Availability Target | Measurement Period |
|---|---|---|
| Core Platform (Web Application) | 99.5% | Monthly |
| AI Lesson Planning Engine | 99.0% | Monthly |
| Analytics Dashboard | 99.0% | Monthly |
| API Services | 99.5% | Monthly |
| Data Backup Systems | 99.9% | Monthly |
Availability is calculated as: (Total Minutes − Downtime Minutes) / Total Minutes × 100
37. Incident Response and Resolution Times
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Complete service outage or data breach | 30 minutes | 4 hours |
| P2 — High | Major feature unavailable, affecting multiple users | 2 hours | 8 hours |
| P3 — Medium | Feature degradation, workaround available | 4 hours | 24 hours |
| P4 — Low | Minor issue, cosmetic defect, or enhancement request | 1 business day | 5 business days |
38. Scheduled Maintenance
- Scheduled maintenance windows shall be communicated at least 48 hours in advance
- Preferred maintenance window: Sundays, 02:00–06:00 EAT (East Africa Time)
- Scheduled maintenance shall not exceed 4 hours per occurrence
- Scheduled maintenance downtime is excluded from availability calculations
- Emergency maintenance requiring immediate action shall be communicated as promptly as possible with follow-up incident reporting
39. Escalation Procedures
The following escalation path applies when SLA targets are not being met:
- Level 1 — Technical Support Team: First point of contact for all incidents. Available during business hours.
- Level 2 — Senior Engineering: Engaged for P1 and P2 incidents or when Level 1 resolution target is exceeded.
- Level 3 — Chief Technology Officer: Engaged for P1 incidents not resolved within target time or recurring systemic issues.
- Level 4 — CEO / Managing Director: Engaged for critical incidents with material business, legal, or reputational impact.
40. SLA Remedies
Where the Company fails to meet availability targets:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.5% | 5% of monthly fees |
| 95.0% – 99.0% | 10% of monthly fees |
| 90.0% – 95.0% | 25% of monthly fees |
| Below 90.0% | 50% of monthly fees |
Service credits shall be applied to the following billing cycle. Maximum aggregate service credits shall not exceed 50% of monthly fees.
41. Exclusions
The following events are excluded from SLA availability calculations:
- Scheduled maintenance as defined in Section 38
- Force majeure events (natural disasters, pandemics, war, government action)
- Issues caused by the Institution's network, hardware, or infrastructure
- Third-party service outages beyond the Company's control
- Actions or inactions by the Institution that cause service degradation
42. Reporting
The Company shall provide monthly SLA performance reports to Institutions, including uptime statistics, incident summaries, and any service credits due. Quarterly business reviews may be requested by Institutions to discuss performance trends and improvement plans.
Contact
For SLA-related inquiries, contact: mentoratanzania@gmail.com.