1. When This SLA Applies

This SLA applies only where DXHUBX and a client have signed a support or maintenance agreement that references this SLA and specifies a paid support tier. Without a paid SLA, support is provided on a best-efforts basis and availability commitments do not apply. Support response times, availability commitments, and credits apply only where a paid SLA is in place.

2. Support Coverage

Support covers the maintenance of the agreed systems, software, and infrastructure described in the support agreement, including reasonable assistance with agreed incidents, patches, and configuration within the agreed scope. Support does not include out-of-scope work, new features or enhancements (handled as Change Requests), changes arising from third-party updates or new versions, or defects caused by the client, unless agreed in writing.

3. Support Tiers and Hours

Support tiers, hours of coverage, and channels are defined in the signed support agreement. Unless otherwise agreed, standard support hours are Monday to Friday during business hours (East Africa Time). 24/7 support is available through our support channels for clients on active 24/7 agreements and may be subject to premium rates. Emergency support outside agreed hours may be available at premium rates.

4. Severity Levels and Response Targets

Incidents are classified by severity, and response targets are measured from the time DXHUBX acknowledges the report:

• Critical: The service is down or unavailable, causing a major business impact. Target first response within 2 business hours during coverage; resolution as agreed in the support agreement.
• High: Significant functionality is impaired. Target first response within 4 business hours.
• Medium: Partial impairment with a reasonable workaround. Target first response within 1 business day.
• Low: Minor issues or questions. Target first response within 2 business days.

Exact targets, credits, and exclusions are set out in the signed support agreement and may vary by tier.

5. Service Credits

Where a paid SLA is in place and DXHUBX fails to meet an agreed availability or response commitment, the client may be entitled to a service credit as defined in the signed support agreement. Service credits are the sole and exclusive remedy for missed commitments, except where law provides otherwise, and do not apply to exclusions listed in this SLA or the Terms of Service.

6. Exclusions

SLA commitments do not apply to failures caused by:

• Client modifications or changes made after handover
• Third-party plugins, themes, components, or services not provided by DXHUBX
• Third-party infrastructure, hosting providers, cloud services, or internet outages
• API changes made by third-party providers
• Scheduled maintenance, security patches, or updates performed with reasonable notice
• Misuse, abuse, or use outside the agreed scope
• Malware or security incidents caused by the client's environment or actions
• Force majeure events as described in our Terms of Service

7. Maintenance Windows

DXHUBX may perform scheduled maintenance during agreed maintenance windows with reasonable prior notice. DXHUBX will use reasonable efforts to minimize disruption. Scheduled maintenance is not downtime under any availability commitment.

8. Backups

Unless expressly included in a written agreement, DXHUBX does not guarantee backup frequency, retention period, RPO, RTO, disaster recovery, or restoration capability. Where backups are included in the support agreement, the parameters are defined there and do not extend beyond it. Clients are responsible for their own backups of critical data.

9. Client Responsibilities

The client must provide access, information, and a designated point of contact to enable support, and must maintain secure credentials and follow DXHUBX's reasonable guidance. Delays in providing required access or information may extend response and resolution times and may be excluded from SLA commitments.

10. Changes and Fees

Requests for new features, enhancements, or out-of-scope work are handled as Change Requests and may require additional fees. SLA terms may be amended by written agreement between the parties.

11. Termination

The support agreement may be terminated in accordance with the Termination clause of our Terms of Service, including for non-payment or prolonged client inactivity. Recurring support fees are non-refundable once the billing period has begun, unless otherwise agreed.

12. Contact Information

Company: DXHUBX ICT LIMITED
Support: roseevanskyara@dxhubx.co.tz
Email: info@dxhubx.co.tz
Phone / WhatsApp: +255 753 587 561
Location: Dar es Salaam, Tanzania