Service Level Agreement

We aim for 99.5% monthly availability of the Shajara web application, excluding planned maintenance and the exclusions below.

Maintenance is scheduled outside trading hours where possible, normally between 23:00 and 05:00 East Africa Time, with at least 24 hours' notice for work expected to cause downtime.

• Email: support@myshajara.co.ke
• Hours: Monday to Saturday, 08:00 to 20:00 East Africa Time.
• Support is free for the first year from sign-up; thereafter it is included with an active subscription.

• Critical (cannot sell or sign in): first response within 2 support hours.
• High (a major feature not working): within 8 support hours.
• Normal (questions, minor issues): within 1 business day.

Response time means a person has acknowledged and started on the issue, not that it is fully fixed.

Your data is backed up daily. You may also export your records yourself at any time.

If monthly availability falls below 99.5%, you may request a credit within 30 days: 10% of that month's fee below 99.5%, 25% below 99.0%, and 50% below 95.0%. Credits apply to future invoices and are not paid out in cash.

• Your internet connection, devices, printers or other hardware.
• Outages of third-party services such as Safaricom M-Pesa, Kopo Kopo, banks or KRA eTIMS.
• Workspaces in trial, unpaid or suspended status.
• Problems caused by misuse or by changes your staff make.

We may update this agreement with 30 days' notice to account owners. Service levels will not be reduced during a period you have already paid for.