Service level agreements
Service Level Agreements
How support commitments and availability targets are defined.
GICT Technologies Africa Ltd is based in Kampala, Uganda. This document should be read with the accepted order or signed agreement that applies to the service, where relevant.
Confirm that your accepted order includes a service level schedule before relying on a target, support window or remedy.
A service level must be agreed
An uptime percentage, response time, support window or service credit applies only if it is stated in an accepted order or signed service level schedule. This website does not create a 24-hour support or uninterrupted availability commitment.
What a schedule should specify
The schedule should identify the covered service, measurement period, support channels, severity levels, exclusions, notice method and any remedy. Planned maintenance, customer configuration and upstream-provider events should be addressed in that schedule.
Requesting support
Use the support channel named in your order and provide the affected service, start time, symptoms and business impact. Do not place passwords or confidential data in a public inquiry. GICT will assess and route the issue under the support arrangement in force for that service.