Service Level Agreement
version 2026-06-24 · effective 2026-06-24
1. Uptime target
A&O targets 99.5% monthly uptime of the core platform, measured outside scheduled maintenance windows.
| Monthly uptime | Service credit |
|---|---|
| ≥ 99.5% | None. |
| 99.0% to < 99.5% | 5% of that month's subscription fee. |
| 95.0% to < 99.0% | 10% of that month's subscription fee. |
| < 95.0% | 25% of that month's subscription fee. |
2. Scheduled maintenance
Scheduled maintenance is announced at least 48 hours in advance and is performed where possible between 22:00 and 04:00 South African Standard Time. Emergency maintenance may be performed at any time with notice as soon as reasonably practical.
3. Support response times
| Severity | Definition | Target response |
|---|---|---|
| P1 — Critical | Platform down or unusable for most users. | 1 business hour, 24×7 on-call. |
| P2 — High | Major feature broken; workaround exists. | 4 business hours. |
| P3 — Normal | Standard support request. | 1 business day. |
| P4 — Low | Cosmetic / informational. | 3 business days. |
4. Exclusions
The uptime calculation excludes: scheduled maintenance, force majeure events, faults in third-party services that we do not control (e.g. an outage at Paystack), and incidents caused by the School's misuse of the platform.
5. Claiming a service credit
Submit a credit claim to support@investechotech.com within 30 days of the end of the affected month. Credits are A&O's sole liability for breach of the uptime target and are applied to a future invoice.