Service Level Agreement

1 Introduction

This Service Level Agreement ("SLA") defines the performance standards and support commitments that Ten Alliance (Private) Limited ("Ten Alliance") makes to its institutional clients ("Institution") for the Ten Alliance Loan Management System platform.

This SLA is incorporated into and forms part of the Terms of Service. In the event of a conflict, this SLA takes precedence with respect to service level matters.

2 Uptime Commitment

Plan	Monthly Uptime Target	Max Monthly Downtime
Starter	99.0%	~7.3 hours
Professional	99.5%	~3.6 hours
Enterprise	99.9%	~44 minutes

Uptime is measured as the percentage of minutes in a calendar month during which the platform's core functions (login, loan processing, reporting) are accessible to users. Uptime calculations exclude scheduled maintenance windows and circumstances covered under Exclusions (Section 9).

3 Support Tiers

Feature	Starter	Professional	Enterprise
Support channels	Email	Email + WhatsApp	Email + WhatsApp + Phone
Support hours	Mon–Fri 8am–5pm CAT	Mon–Fri 7am–7pm CAT	24 / 7
Dedicated account manager	—	—	✓
Onboarding support	Email guide	Video call onboarding	On-site option
Training sessions	1 x remote session	3 x remote sessions	Unlimited

4 Incident Severity Levels

Level	Definition	Examples
P1 — Critical	Platform completely unavailable or core data integrity at risk	Cannot log in; loan data inaccessible; data corruption
P2 — High	Major feature unavailable; significant business impact	Reports not generating; SMS service down; bulk upload failure
P3 — Medium	Feature impaired but workaround exists	Slow page loads; minor calculation discrepancy; UI issue
P4 — Low	Cosmetic issue or enhancement request; no operational impact	Label display error; feature request; documentation query

5 Response & Resolution Times

Severity	First Response	Target Resolution — Starter	Target Resolution — Pro/Enterprise
P1 — Critical	1 hour	8 business hours	4 hours
P2 — High	4 business hours	2 business days	1 business day
P3 — Medium	1 business day	5 business days	3 business days
P4 — Low	2 business days	Next release cycle	Next release cycle

Response times are measured from when a support ticket is received during supported hours. Tickets received outside supported hours are treated as received at the start of the next business day.

6 Planned Maintenance

Ten Alliance may perform planned maintenance that temporarily affects platform availability. We commit to:

• Providing at least 72 hours' advance notice for planned maintenance windows
• Scheduling maintenance windows between 22:00–04:00 CAT on weekdays, or weekends where possible
• Keeping maintenance windows to a maximum of 4 hours per occurrence
• Providing status updates at 30-minute intervals during extended maintenance

Planned maintenance periods are excluded from uptime calculations.

Emergency maintenance required to address critical security vulnerabilities may be performed with shorter notice. We will notify clients as soon as practicable in such cases.

7 Data Backups & Recovery

Backup Type	Frequency	Retention
Full database backup	Daily (automated)	30 days
Incremental backup	Every 6 hours	7 days
Transaction log backup	Every 1 hour	72 hours
Long-term archive	Monthly snapshot	12 months

Recovery Point Objective (RPO): Maximum 6 hours of data loss in a disaster scenario.

Recovery Time Objective (RTO): Platform restoration within 8 hours of a declared disaster event.

All backups are encrypted and stored in geographically separate infrastructure from the primary platform.

8 Service Credits

If Ten Alliance fails to meet the uptime commitment in a given calendar month (excluding exclusions), affected Institutions are entitled to service credits as follows:

Monthly Uptime Achieved	Service Credit (% of Monthly Fee)
Below commitment but above 98.0%	10%
97.0% – 97.9%	20%
95.0% – 96.9%	30%
Below 95.0%	50%

Credits are applied to the following month's invoice. To claim a credit, the Institution must submit a written request within 14 days of the end of the affected month, including the dates and duration of the downtime experienced.

Service credits are the sole and exclusive remedy for SLA failures. They do not constitute an acknowledgement of liability.

9 Exclusions

The following are excluded from uptime and response time commitments:

• Scheduled and emergency maintenance windows (as described in Section 6)
• Downtime caused by Internet service provider failures outside Ten Alliance's infrastructure
• Force majeure events: acts of God, war, civil unrest, power grid failures, government action
• Actions by the Institution or its users that violate the Terms of Service
• Third-party service failures (e.g., SMS gateway, payment processor, cloud provider outages beyond our control)
• Institutions using outdated browsers or unsupported devices

10 Reporting & Monitoring

Ten Alliance maintains real-time platform monitoring and publishes a status page at status.tenalliance.co.zw (coming soon). Monthly uptime reports are available on request for Professional and Enterprise clients.

Incidents affecting platform availability will be communicated via:

• In-platform notification banner
• Email notification to registered administrators
• WhatsApp broadcast (Professional and Enterprise clients)

11 Escalation Contacts