Service Level Agreement (SLA)

Service Commitment

Dexa targets commercially reasonable availability for core hosted services, excluding planned maintenance, third-party outages, customer network issues, and force majeure events.

Support Channels

Standard support is provided through in-app support tickets and published support contacts. Emergency issues should include business name, affected module, screenshots or logs, and business impact.

Incident Priorities

• P1 Critical: production unavailable, payments blocked, or major data access issue. Target initial response: 4 business hours.
• P2 High: core workflow degraded with workaround available. Target initial response: 1 business day.
• P3 Normal: feature issue, report mismatch, setup support, or general help. Target initial response: 2 business days.
• P4 Low: question, enhancement request, or cosmetic issue. Target initial response: 3 business days.

Customer Responsibilities

• Keep billing, M-PESA, SMS, WhatsApp, domain, and user access details accurate.
• Use strong passwords and appropriate role permissions.
• Report incidents with enough detail to reproduce or diagnose the issue.
• Maintain operational controls for riders, client communication, and delivery execution.