Service Level Agreement
Last updated: 19 March 2026
This Service Level Agreement ("SLA") defines the uptime commitments, support response times, and credit policies for DawaHQ services provided by Techzoid Innovation Limited ("DawaHQ"). This SLA forms part of your agreement with DawaHQ.
1. Service Tiers
| Metric | Starter | Professional | Enterprise |
|---|---|---|---|
| Monthly uptime target | Best effort | 99.5% | 99.9% |
| Scheduled maintenance notice | 24 hours | 24 hours | 48 hours |
| Incident response (critical) | Next business day | 8 hours | 2 hours |
| Incident response (high) | Next business day | 24 hours | 8 hours |
| Support channel | Priority email | Dedicated CSM + email | |
| Support hours | Mon–Fri 9am–5pm WAT | Mon–Fri 8am–6pm WAT | Mon–Sat 8am–8pm WAT |
| Database backups | Daily | Daily | Daily + point-in-time |
| Data export on request | ✓ | ✓ | ✓ |
| SLA credit on breach | — | 5% monthly fee | 10% monthly fee |
2. Uptime Definition
Uptime is defined as the percentage of time the DawaHQ platform is accessible and functioning normally, measured monthly. Downtime is measured from the time DawaHQ confirms an incident to the time it is resolved.
The following are excluded from downtime calculations:
- Scheduled maintenance windows (notified in advance)
- Downtime caused by factors outside DawaHQ's control (internet outages, power failures at your hospital)
- Force majeure events
- Issues caused by customer misuse of the platform
3. Incident Severity Levels
Critical: Platform completely inaccessible or data loss occurring. All users affected.
High: Core features unavailable (e.g., patient records inaccessible, billing non-functional).
Medium: Non-core features impaired, workaround available.
Low: Minor cosmetic or non-functional issue, no workflow impact.
4. SLA Credits
If DawaHQ fails to meet the uptime SLA in any calendar month, eligible customers may claim a service credit:
- Professional: 5% of monthly subscription fee for each hour below the 99.5% target (max 30%)
- Enterprise: 10% of monthly fee for each hour below 99.9% (max 30%)
Credits are applied to the following month's invoice. To claim a credit, contact support@dawahq.com within 14 days of the incident.
5. Support
Support is provided via email at support@dawahq.com. Enterprise customers also have access to a dedicated Customer Success Manager (CSM).
6. Changes to SLA
DawaHQ may update this SLA with 30 days' written notice. Changes will not reduce the SLA level for Enterprise customers during an active contract term without mutual agreement.
7. Contact
SLA and support enquiries: support@dawahq.com
Techzoid Innovation Limited · RC 8623365 · Nigeria