Service Level Agreement (SLA) for Trendesigners
Last Updated: 29/03/2025
1. Introduction
This Service Level Agreement (“SLA”) outlines the performance standards, responsibilities, and remedies governing the services provided by Trendesigners (“we,” “us,” or “our”) to our clients (“you” or “client”). By engaging our services, you agree to the terms of this SLA in addition to our Terms and Conditions.
2. Scope of Services
This SLA applies to:
- Web Development: Hosting, maintenance, and updates.
- App Development: Bug fixes, performance optimization, and platform compliance.
- IT Solutions: Cloud services, server management, and cybersecurity.
- Digital Marketing: Campaign management, reporting, and analytics.
Detailed project-specific SLAs may be included in individual contracts.
3. Service Availability & Uptime
| Service | Availability | Measurement Period | Exclusions |
|---|---|---|---|
| Web Hosting | 95.9% | Monthly | Scheduled maintenance, client-side errors |
| Cloud Systems | 95.5% | Quarterly | Force majeure, third-party outages |
| Support Services | 90% | Weekly | Weekends, Cameroonian public holidays |
Remedy for Downtime:
- Service Credit: 5% of monthly fee for each 1% below target availability (capped at 50% of monthly fee).
4. Response & Resolution Times
| Severity Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Level 1 (Critical) | System outage, security breach, or data loss. | 1 hour | 4 hours |
| Level 2 (High) | Major functionality impaired. | 4 hours | 24 hours |
| Level 3 (Medium) | Minor issues affecting non-critical features. | 8 hours | 3 business days |
| Level 4 (Low) | Cosmetic or non-urgent requests. | 24 hours | 7 business days |
Response Channels:
- Urgent: Phone (+237 671 741 632) or WhatsApp.
- Non-Urgent: Email ([email protected]) or client portal.
5. Maintenance & Updates
- Scheduled Maintenance: Conducted weekly on Sundays (12 AM – 4 AM WAT). Clients receive 72-hour notice.
- Emergency Maintenance: Unplanned updates to address critical vulnerabilities (notified ASAP).
- Client Responsibilities: Provide timely feedback and access to systems.
6. Data Backup & Security
- Backups: Daily encrypted backups stored on CAMTEL servers (retained for 30 days).
- Security:
- SSL encryption for data in transit.
- Regular vulnerability scans.
- Compliance with Cameroon’s 2010 Data Protection Law and GDPR (for EU clients).
7. Client Responsibilities
- Provide accurate technical requirements and access credentials.
- Report issues promptly via designated channels.
- Pay invoices on time to avoid service suspension.
8. Termination
- By Trendesigners: For non-payment, breach of terms, or abusive behavior.
- By Client: With 30 days’ written notice.
- Post-Termination: Clients receive data backups and source code (if applicable).
9. Limitations of Liability
- Cap: Liability limited to 100% of fees paid during the affected service period.
- Exclusions: No liability for losses due to client negligence, third-party services, or force majeure.
10. Governing Law
This SLA is governed by Cameroonian law. Disputes resolved in Yaoundé courts.
11. Amendments
Updates require 30 days’ written notice. Continued use implies acceptance.
12. Contact Us
- Support: [email protected] | +237 671 741 632
- Legal: [email protected]
Trendesigners
Empowering Businesses Through Innovation, One Digital Solution at a Time
