Service Level Agreement (SLA)

Last Updated: 24 December 2025

This Service Level Agreement (SLA) defines our commitments to platform availability, performance, and support for PAY N BROWSE users.

1. Scope and Applicability

1.1 Covered Services

This SLA applies to:

PAY N BROWSE web platform (dashboard and admin panel)
REST API services for router management
Payment processing integration (M-Pesa)
Voucher generation and validation systems
Database and data storage services

1.2 Not Covered

This SLA does NOT cover:

Your internet service provider (ISP) connectivity
Third-party services (M-Pesa, Safaricom, Google OAuth)
Your MikroTik routers or local network equipment
End-user devices or browsers
Outages caused by force majeure events
Issues resulting from violations of our Terms of Service or Acceptable Use Policy

1.3 Service Tiers

Plan	Uptime SLA	Support Response	Priority
Individual/Homeowner	99.0%	24-48 hours	Standard
ISP Basic	99.5%	12-24 hours	Priority
ISP Pro	99.9%	4-8 hours	Premium

2. Uptime Commitment

2.1 Availability Targets

We commit to the following monthly uptime percentages:

99.9% (ISP Pro): Maximum 43 minutes downtime per month
99.5% (ISP Basic): Maximum 3.6 hours downtime per month
99.0% (Individual): Maximum 7.2 hours downtime per month

2.2 Uptime Measurement

Uptime is measured as:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Measured from our monitoring systems
Calculated monthly (calendar month basis)
Excludes scheduled maintenance windows
Covers core platform functionality

2.3 Scheduled Maintenance

We perform maintenance as follows:

Frequency: Up to 4 hours per month
Timing: Tuesday-Thursday, 1:00 AM - 5:00 AM EAT (low-traffic hours)
Notice: 7 days advance notification via email and platform banner
Emergency Maintenance: May occur with 1-hour notice for critical security patches

Scheduled maintenance does not count against uptime SLA.

3. Performance Standards

3.1 Response Times

Target response times for platform operations:

Page Load Time: < 2 seconds (95th percentile)
API Response Time: < 500ms (95th percentile)
Payment Processing: < 30 seconds (M-Pesa confirmation)
Voucher Generation: < 3 seconds
Router Commands: < 5 seconds (depends on router response)

Actual times may vary based on network conditions and third-party services.

3.2 Scalability

Our infrastructure scales to support:

Up to 1,000 concurrent dashboard users
100,000+ active voucher users per month
10,000+ API requests per minute
Auto-scaling during peak loads

4. Support Commitments

4.1 Support Channels

Email Support

[email protected]

Available 24/7

Response based on plan tier

Phone Support (ISP Plans Only)

+254 796 002 630

Monday-Friday: 8 AM - 6 PM EAT

Emergency: 24/7 for critical issues

In-Platform Tickets

Create tickets from dashboard

Track status in real-time

Attach screenshots and logs

Knowledge Base

Self-service documentation

Video tutorials and guides

FAQ and troubleshooting

4.2 Response Time SLA

Severity	Description	ISP Pro	ISP Basic	Individual
Critical	Platform down, payment failures, data loss	1 hour	2 hours	4 hours
High	Major features broken, security issues	4 hours	8 hours	24 hours
Medium	Minor features impacted, workaround available	8 hours	24 hours	48 hours
Low	Questions, feature requests, cosmetic issues	24 hours	48 hours	72 hours

Response times measured during business hours (Monday-Friday, 8 AM - 6 PM EAT). Critical issues receive 24/7 attention.

4.3 Resolution Time Targets

We aim to resolve issues within:

Critical: 4-24 hours (depends on complexity)
High: 1-3 business days
Medium: 3-7 business days
Low: 7-14 business days

Complex issues may require longer resolution times. We'll keep you updated on progress.

5. Data Protection and Backup

5.1 Backup Schedule

Database: Continuous replication + daily snapshots (30-day retention)
Configuration: Daily backups (90-day retention)
Transaction Logs: Real-time archiving (7-year retention for compliance)

5.2 Disaster Recovery

In case of catastrophic failure:

Recovery Time Objective (RTO): 4 hours (time to restore service)
Recovery Point Objective (RPO): 1 hour (maximum data loss)
Geo-Redundancy: Data replicated across multiple regions
Failover: Automatic for critical services

5.3 Data Security

We implement:

256-bit SSL/TLS encryption for data in transit
AES-256 encryption for data at rest
Regular security audits and penetration testing
SOC 2 Type II compliant infrastructure (hosting provider)
Compliance with Kenya Data Protection Act, 2019

6. Incident Management

6.1 Incident Detection

We monitor services 24/7 using:

Automated uptime monitoring (1-minute intervals)
Performance metrics and alerting
Error tracking and logging
User-reported issues

6.2 Incident Response

When incidents occur:

Detection: Automated alerts notify on-call engineers
Assessment: Severity classification within 15 minutes
Communication: Status page updated + email notifications for major incidents
Resolution: Engineers work to restore service
Post-Mortem: Analysis and prevention measures for major incidents

6.3 Status Updates

During outages, we provide:

Real-time status page: status.paynbrowse.com
Initial update within 30 minutes of incident detection
Progress updates every 2 hours for ongoing incidents
Post-incident report within 5 business days

7. SLA Credits and Compensation

7.1 Eligibility

SLA credits apply when:

Monthly uptime falls below committed percentage
You have an active paid subscription (ISP Basic or ISP Pro)
You report the outage within 30 days
Downtime was within our control (not third-party or force majeure)

7.2 Credit Calculation

Actual Uptime	Service Credit
99.0% - 99.49% (ISP Pro breach)	10% of monthly fee
98.0% - 98.99%	25% of monthly fee
95.0% - 97.99%	50% of monthly fee
< 95.0%	100% of monthly fee

7.3 Claiming Credits

To claim SLA credits:

Submit request to [email protected] within 30 days of incident
Include: Account details, incident date/time, duration of outage
We verify claim within 10 business days
Credits applied to next month's invoice

Credits are the sole remedy for SLA breaches. Maximum credit: 100% of one month's fee.

8. Limitations and Exclusions

8.1 No SLA Credits For:

Outages caused by your actions or negligence
Issues with third-party services (M-Pesa, ISPs, OAuth providers)
Force majeure events (natural disasters, wars, terrorism)
Scheduled maintenance with proper notice
DDoS attacks or other malicious activities targeting our infrastructure
Your internet connectivity or local network issues
Browser compatibility or end-user device problems
Beta features or experimental functionality

8.2 Maximum Liability

Total SLA credits in any 12-month period shall not exceed 100% of fees paid during that period. This is in addition to limitations in our Terms of Service.

9. Third-Party Dependencies

9.1 Payment Processing (M-Pesa)

Safaricom uptime: ~99.5% (per their SLA)
Payment delays during Safaricom outages expected
We provide manual reconciliation tools

9.2 Cloud Infrastructure

Hosting provider: 99.99% uptime guarantee
Multi-region redundancy for critical services
CDN for static assets

9.3 Authentication (Google OAuth)

Google uptime: ~99.9%
Email/password login available as backup

10. Monitoring and Reporting

10.1 Public Status Page

Real-time system status available at: status.paynbrowse.com

Current operational status
Scheduled maintenance calendar
Incident history
Subscribe to status updates

10.2 Monthly SLA Reports (ISP Plans)

Receive automated reports showing:

Actual uptime percentage
Incidents and resolutions
Performance metrics
Support ticket statistics

11. Continuous Improvement

We are committed to:

Regular infrastructure upgrades
Quarterly performance reviews
Incorporating user feedback
Adopting industry best practices
Expanding support capabilities

12. SLA Changes

We may modify this SLA to:

Improve service commitments
Reflect infrastructure changes
Address new service offerings

Material changes reducing commitments will be communicated 90 days in advance. Continued use after changes constitutes acceptance.

13. Contact Information

General Support: [email protected]

SLA Claims: [email protected]

Critical Issues (ISP Plans): +254 796 002 630

Status Updates: status.paynbrowse.com

Business Hours: Monday - Friday, 8:00 AM - 6:00 PM EAT

Critical Support: 24/7 for ISP Pro customers

PAY N BROWSE is committed to providing reliable, high-quality services. This SLA represents our dedication to your success. Thank you for trusting us with your WiFi hotspot and PPPoE management needs.