This Service Level Agreement (SLA) defines the scope, responsibilities, and service standards provided by Sentinel Nexus Systems to its clients, agents, and partners.
Services Covered
- 🌐 Website development and hosting support
- 🛒 Marketplace onboarding and maintenance
- 📄 Business and service documentation
- ⚙️ Offline and institutional software systems
- 🛠 Ongoing debugging and system maintenance (where applicable)
Support Hours
- 🕘 Monday to Friday: 09:00 – 17:00 (CAT)
- 🚫 Weekends and public holidays excluded
- 📩 Support requests via Email or WhatsApp
Emergency support is handled at Sentinel Nexus Systems’ discretion.
Response & Resolution Targets
- ⚠️ Critical system issue: Response within 24 hours
- 🛠 Functional bug or error: Response within 48 hours
- 📄 Content updates or minor changes: 2–5 business days
- ✨ Feature requests: Evaluated and scheduled separately
Maintenance Scope
- 🔧 Bug fixes related to deployed systems
- 🔄 System stability and performance checks
- 🛡 Security patches (where applicable)
- 📊 Basic monitoring and diagnostics
Maintenance applies only to systems under an active maintenance or service agreement.
Exclusions
- ❌ Third-party service outages (hosting providers, ISPs, payment gateways)
- ❌ Unauthorized modifications by clients or third parties
- ❌ New feature development outside original scope
- ❌ Legal, regulatory, or compliance advisory services
Client Responsibilities
- 📤 Provide accurate information and content
- ⏱ Respond to requests for clarification promptly
- 💳 Maintain timely payments for active services
- 🔐 Safeguard access credentials
Termination & Suspension
- ⚠️ Services may be suspended for non-payment
- 📴 Access may be revoked for misuse or policy violation
- 📄 Documentation and deliverables remain property of Sentinel Nexus Systems until paid
Legal Notice
This SLA is governed by the laws of Zimbabwe. Sentinel Nexus Systems reserves the right to update this agreement with reasonable notice.