Talyme Technologies' standard SLA. Specific engagements may carry enhanced SLAs as documented in the relevant Statement of Work.
| Severity | Definition | Response | Update cadence |
|---|---|---|---|
| P1 — Critical | Full outage or critical system unavailable | 15 min | Every 30 min |
| P2 — High | Major function degraded; workaround possible | 1 hour | Every 2 hours |
| P3 — Normal | Minor issue, limited user impact | 4 business hours | Daily |
| P4 — Low | Change request or query | 1 business day | As needed |
For managed infrastructure delivered by Talyme, we commit to 99.5% monthly uptime, excluding scheduled maintenance windows and force majeure.
Where monthly uptime falls below the committed level, the Client may claim a service credit calculated as a percentage of the monthly recurring fee for the affected service:
Standard maintenance is performed Sundays 02:00 – 05:00 EAT with at least 5 business days' notice. Emergency maintenance may be performed with shorter notice where required to protect service integrity.
The SLA does not apply to: client-caused outages, third-party carrier failures outside Talyme's control, force majeure events, or breaches of the Acceptable Use Policy.
Service credits must be claimed in writing within 30 days of the end of the affected month. Credits are applied against the next invoice and are the exclusive remedy for SLA breaches.
Email our Data Protection Officer at legal@talymetechnologies.co.ke or call +254 707 358811.