Makubaliano ya Kiwango cha Huduma

Platform Upatikanaji

We commit to maintaining the following service Upatikanaji levels:

• Target Uptime: 99.5% Upatikanaji (excluding scheduled maintenance)
• Scheduled Maintenance: Conducted during off-peak hours with 48 hours advance notice
• Emergency Maintenance: Limited to critical security or stability issues
• Monitoring: 24/7 system monitoring and automated alerting

Service Upatikanaji Calculation

Upatikanaji is calculated as: (Jumla Wakati - Downtime) / Jumla Wakati × 100%

Downtime excludes scheduled maintenance windows and force majeure events.

Customer Msaada Response

• Barua pepe Msaada: Initial response within 4 business hours
• Simu Msaada: Answer within 2 minutes during business hours
• Live Chat: Initial response within 2 minutes
• Emergency Msaada: Response within 30 minutes for critical issues

Technical Msaada Response

• Critical Issues: Response within 1 hour, resolution target 4 hours
• High Priority: Response within 4 hours, resolution target 24 hours
• Medium Priority: Response within 24 hours, resolution target 72 hours
• Low Priority: Response within 48 hours, resolution target 7 days

Standard Uwasilishaji Commitments

Uwasilishaji timeframes vary by Njia and service type:

• Same-Jiji Uwasilishaji: 24-48 hours from Kuchukua
• Inter-Jiji Uwasilishaji: 2-5 business days
• Kuvuka mpaka Uwasilishaji: 5-10 business days (subject to Forodha clearance)
• Express Uwasilishaji: As specified at booking (typically same-day or Endelea-day)

Uwasilishaji Utendaji Metrics

• On-Wakati Uwasilishaji Rate: Target 95% of Usafirishaji delivered within committed timeframe
• First Attempt Imefanikiwa Rate: Target 90% successful first Uwasilishaji attempt
• Damage Rate: Target less than 0.5% of Usafirishaji
• Loss Rate: Target less than 0.1% of Usafirishaji

Timeframes exclude delays due to force majeure, Forodha, or circumstances beyond our control.

Key Utendaji Indicators (KPIs)

We track and report on the following Utendaji metrics:

• Platform Uptime: Measured monthly, target 99.5%
• Average Response Wakati: Customer Msaada response times
• On-Wakati Uwasilishaji Rate: Percentage of Usafirishaji delivered on Wakati
• Customer Satisfaction Score: Target 4.5/5.0 stars
• Issue Resolution Rate: Percentage of issues resolved within SLA
• System Hitilafu Rate: Target less than 0.1% of transactions

Reporting

Utendaji metrics are reviewed monthly and reported to stakeholders. Significant deviations from targets trigger corrective action plans.

Service Credit Policy

If we fail to meet our SLA commitments, you may be eligible for service credits:

• Platform Downtime: Service credit equal to 10% of monthly subscription fee per hour of downtime (beyond 0.5% threshold)
• Late Uwasilishaji: Partial refund or credit based on delay Muda and Usafirishaji value
• Lost Usafirishaji: Full refund of shipping fees plus declared value (up to Bima limit)
• Damaged Usafirishaji: Compensation based on damage assessment and declared value

Claim Process

• Claims must be filed within 30 days of the incident
• Provide supporting documentation (Ufuatiliaji number, photos, etc.)
• Claims are reviewed within 5 business days
• Imeidhinishwa credits are applied to your account or refunded within 10 business days

Limitations

Service credits are limited to the service fees paid. We are not liable for indirect, consequential, or special damages. Maximum compensation per incident is capped at the Usafirishaji value or service fees paid, whichever is lower.

The following circumstances are excluded from SLA calculations and compensation:

• Force majeure events (natural disasters, war, pandemics, etc.)
• Forodha delays or regulatory issues
• Incorrect or incomplete information provided by customer
• Recipient unavailability or refusal to accept Uwasilishaji
• Scheduled maintenance windows (with proper notice)
• User Hitilafu or misuse of services
• Third-party service provider issues beyond our control
• Acts of government or regulatory authorities

Continuous Monitoring

We continuously monitor our services to ensure SLA compliance:

• Real-Wakati system monitoring and alerting
• Automated Utendaji Ufuatiliaji and reporting
• Regular service reviews and optimization
• Customer feedback collection and analysis

Service Improvement

We are committed to continuous improvement:

• Monthly Utendaji reviews and analysis
• Quarterly SLA target reviews and adjustments
• Regular infrastructure upgrades and optimizations
• Customer feedback integration into service improvements

We may update this Service Level Agreement from Wakati to Wakati to reflect changes in our services or business practices. Updates will be:

• Posted on our website with 30 days advance notice
• Communicated to Hai users via Barua pepe
• Effective 30 days after Taarifa

Continued use of our services after updates become effective constitutes acceptance of the updated SLA.