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.
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.