1. Introduction

This Service Level Agreement (SLA) defines the service levels and performance standards for Zolar (the "Platform"), operated by EasyCity Systems Ltd. ("we", "us", or "our"). This SLA applies to all users of the Platform.

This SLA is part of our Terms of Service and governs the availability, performance, and support commitments we make to our users.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining the following service availability:

• Platform Web Services: 99.5% monthly uptime
• API Services: 99.5% monthly uptime
• Database Services: 99.9% monthly uptime
• Payment Processing: 99.5% monthly uptime during business hours

2.2 Scheduled Maintenance

Scheduled maintenance windows:

• May occur during off-peak hours (typically 2:00 AM - 6:00 AM local time)
• Will be announced at least 48 hours in advance
• Will not count against uptime commitments
• Will be limited to 4 hours per month unless emergency maintenance is required

2.3 Emergency Maintenance

Emergency maintenance may be required for:

• Critical security vulnerabilities
• Service-impacting bugs or errors
• Infrastructure failures
• Will be announced as soon as practicable
• May count against uptime commitments if exceeding 4 hours per month

3. Performance Standards

3.1 Response Times

We target the following response times:

• Page Load: Under 3 seconds for 95% of requests
• API Response: Under 500ms for 95% of requests
• Database Query: Under 200ms for 95% of queries
• Search Results: Under 2 seconds for 95% of searches

3.2 Throughput

We support the following throughput levels:

• Concurrent Users: Support for 10,000+ concurrent users
• API Requests: Support for 1,000+ requests per second
• Database Transactions: Support for 5,000+ transactions per second

3.3 Performance Monitoring

We continuously monitor:

• Response times and latency
• Error rates and failure rates
• Throughput and capacity utilization
• User experience metrics

4. Support Services

4.1 Support Channels

We provide support through:

• Email Support: support@easycitysystems.com.ng
• Help Center: Online documentation and FAQs
• In-App Support: Support tickets through the Platform
• Phone Support: For premium subscribers (where available)

4.2 Response Times

Support response time commitments:

• Critical Issues: Response within 4 hours
• High Priority: Response within 8 hours
• Normal Priority: Response within 24 hours
• Low Priority: Response within 48 hours

4.3 Priority Definitions

Issue priority levels:

• Critical: Platform completely unavailable or data loss
• High: Major feature unavailable or significant performance degradation
• Normal: Minor feature issues or moderate performance issues
• Low: Cosmetic issues or minor inconveniences

5. Service Credits

5.1 Credit Eligibility

You may be eligible for service credits if:

• Platform uptime falls below 99.5% in a calendar month
• API uptime falls below 99.5% in a calendar month
• Critical issues are not resolved within committed timeframes
• Data loss occurs due to Platform error

5.2 Credit Calculation

Service credits are calculated as follows:

• 99.0% - 99.4% uptime: 10% credit of monthly fees
• 98.0% - 98.9% uptime: 25% credit of monthly fees
• 97.0% - 97.9% uptime: 50% credit of monthly fees
• Below 97.0% uptime: 100% credit of monthly fees

5.3 Credit Application

To request service credits:

• Submit a support ticket within 7 days of the outage
• Provide details of the outage and its impact
• We will verify the outage and calculate eligible credits
• Credits will be applied to future fees or refunded

5.4 Credit Limitations

Service credits are not available for:

• Scheduled maintenance windows
• Outages caused by third-party services (payment processors, etc.)
• Outages caused by user actions or configurations
• Outages caused by force majeure events

6. Data Protection and Backup

6.1 Data Backup

We maintain data backups:

• Database Backups: Daily backups with 30-day retention
• File Storage: Daily backups with 90-day retention
• Geographic Redundancy: Backups stored in multiple regions
• Backup Testing: Monthly backup restoration tests

6.2 Data Recovery

Data recovery commitments:

• Point-in-Time Recovery: Within 1 hour for critical data
• Full Recovery: Within 24 hours for most scenarios
• Recovery Point Objective (RPO): 15 minutes
• Recovery Time Objective (RTO): 4 hours

6.3 Data Security

We protect your data by:

• Encryption at rest and in transit
• Access controls and authentication
• Regular security audits and assessments
• Compliance with data protection laws

7. Service Exclusions

7.1 Excluded Services

This SLA does not cover:

• Third-party services (payment processors, email services, etc.)
• Customer-specific integrations or customizations
• Beta or preview features
• Free or trial services

7.2 Excluded Outages

Service credits are not available for outages caused by:

• User actions or configurations
• Third-party service failures
• Internet connectivity issues
• Force majeure events (natural disasters, war, etc.)
• Maintenance windows announced in advance

8. Service Modifications

8.1 Service Changes

We may modify services by:

• Adding new features and capabilities
• Removing deprecated features (with 90-day notice)
• Changing service configurations (with 30-day notice for material changes)
• Updating service levels (with 30-day notice)

8.2 Feature Deprecation

When deprecating features:

• We will provide 90-day advance notice
• We will provide migration guidance where applicable
• We will maintain reasonable support during transition period

9. Monitoring and Reporting

9.1 Service Monitoring

We monitor services for:

• Availability and uptime
• Performance and response times
• Error rates and failures
• Security events and incidents

9.2 Status Page

We maintain a public status page at:

• Real-time service status
• Historical uptime data
• Incident updates and notifications
• Maintenance schedules

9.3 Incident Reporting

For major incidents, we provide:

• Initial notification within 1 hour of detection
• Regular updates every 2 hours during incident
• Post-incident report within 5 business days
• Root cause analysis and remediation plans

10. Dispute Resolution

10.1 SLA Disputes

If you dispute our SLA calculations:

• Submit a support ticket with supporting evidence
• We will investigate and respond within 10 business days
• We will provide detailed uptime calculations and logs
• If unresolved, we may engage a third-party auditor

10.2 Third-Party Audit

If a third-party audit is required:

• Both parties must agree on the auditor
• Audit costs will be borne by the party found to be incorrect
• Audit results will be final and binding

11. Updates to This SLA

11.1 Right to Modify

We reserve the right to modify this SLA at any time. Changes will be effective 30 days after posting to the Platform.

11.2 Notification

We will notify you of material changes by:

• Emailing you at your registered email address
• Posting a notice on the Platform
• Updating the "Effective Date"

11.3 Continued Use

Your continued use of the Platform after changes to this SLA constitutes acceptance of the updated terms.

12. Contact Information

12.1 SLA Inquiries

For SLA-related inquiries, contact us at:

• Email: sla@easycitysystems.com.ng
• Phone: [To be provided]
• Address: EasyCity Systems Ltd., [Full Address to be provided]

13. Related Policies

This SLA should be read together with our:

• Terms of Service - for terms governing your use of the Platform
• Privacy Policy - for information on data protection
• Security Policy - for information on security practices

14. Acknowledgment

By using Zolar, you acknowledge that you have read, understood, and agreed to this Service Level Agreement. You acknowledge that service credits are our sole remedy for service level failures.

This SLA may be updated from time to time, and your continued use of the Platform constitutes acceptance of any changes.