1. Introduction

This Service Level Agreement (SLA) defines the level of service, support commitments, and performance standards provided by Optima Systems Limited (“we,” “our,” or “us”) for all digital services, including web development, hosting, IoT solutions, digital marketing, UI/UX design, and IT management.

This SLA applies to all clients with active service agreements, maintenance plans, or support contracts.

2. Support Hours

Business Hours

Our standard support services are available during:

• Monday to Friday: 9:00 AM – 6:00 PM (GMT)
• Excluding public holidays in Ghana

Emergency Support

Emergency support is available outside business hours for critical issues such as the following:

• Website downtime
• Security breaches
• Server failures

Emergency requests must be submitted through official support channels.

3. Response Time

We prioritize issues based on severity levels:

• Critical Issues (High Priority):
  Response within 1–2 hours
  (e.g., complete system failure, website downtime)
• Medium Priority Issues:
  Response within 6–12 hours
  (e.g., functionality errors affecting performance)
• Low Priority Issues:
  Response within 24–48 hours
  (e.g., minor bugs, content updates, general inquiries)

4. Resolution Time

Resolution timelines depend on the complexity of the issue:

• Bug Fixes:
  Minor bugs resolved within 1–3 business days
  Major issues may require additional time based on the scope
• Server Downtime:
  Immediate investigation with resolution typically within 2–6 hours
• Security Incidents:
  Immediate action is initiated within 1 hour, with resolution prioritized based on severity

Clients will be kept informed throughout the resolution process.

5. Uptime Commitment

Hosting Uptime Guarantee

We strive to maintain a minimum uptime of:

• 99.5% uptime for hosted services

Scheduled Maintenance

• Maintenance activities are scheduled in advance
• Clients will be notified prior to any planned downtime
• Maintenance windows are typically conducted during off-peak hours

6. Escalation Matrix

To ensure efficient issue handling, we follow a structured escalation process:

Level 1 (L1) – Support Team

• Initial response and basic troubleshooting
• Ticket logging and issue classification

Level 2 (L2) – Technical Team

• Advanced technical diagnosis
• Bug fixing, server management, and system-level resolution

Level 3 – Management Escalation

• Critical unresolved issues
• Client concerns requiring management intervention
• Service-level disputes or urgent escalations

7. Client Responsibilities

To ensure optimal service delivery, clients are expected to:

• Provide accurate information and timely feedback
• Grant necessary access for troubleshooting
• Report issues through official support channels
• Comply with agreed service terms

8. SLA Exclusions

This SLA does not cover:

• Issues caused by third-party platforms or integrations
• Client-side misconfigurations or unauthorized changes
• Force majeure events beyond our control

9. Modifications to SLA

Optima Systems Limited reserves the right to update or modify this SLA at any time. Updated versions will be communicated through official channels.

10. Contact Information

Website: https://optimasystems.co/ 

Email: info@optimasystems.com
Support: support@optimasystems.com
Address: Optima Systems Limited, Ghana