Service Level Agreement (SLA)
This **Service Level Agreement (SLA)** describes the level of service that **Mauzo Digital** commits to providing to customers using our Point of Sale (POS) system.
1. Service Availability
We guarantee a **99.5% uptime** for our POS services, except for scheduled maintenance and unforeseen outages.
- Planned maintenance will be communicated **at least 48 hours in advance**.
- Unplanned downtime due to security or system failures will be addressed immediately.
- Service uptime is monitored 24/7.
2. Support Services
We provide customer support for all technical and billing inquiries:
- 📩 Email Support: **Available 24/7** (Response within 24 hours)
- 📞 Phone Support: **Monday - Saturday, 9:00 AM - 6:00 PM**
- 💬 Live Chat: **Available during business hours**
3. Issue Response & Resolution Time
We categorize issues into different priority levels and aim to resolve them as follows:
- 🔴 Critical (System Down) - Response in 1 hour, Resolution within 6 hours.
- 🟠 High (Major Features Affected) - Response in 3 hours, Resolution within 12 hours.
- 🟡 Medium (Minor Issues) - Response in 6 hours, Resolution within 24 hours.
- 🔵 Low (General Inquiries) - Response in 24 hours, Resolution within 72 hours.
4. Maintenance & Updates
To ensure the best service quality, we conduct regular system updates and improvements:
- Security patches are applied **immediately** for high-risk threats.
- Feature updates and enhancements are rolled out **monthly**.
- Scheduled maintenance is done during **off-peak hours** to minimize disruptions.
5. Customer Responsibilities
To maintain service quality, customers are expected to:
- Use strong passwords and protect their login credentials.
- Report issues promptly via our support channels.
- Ensure that internet connectivity and hardware are functioning correctly.
6. Limitation of Liability
Mauzo Digital is not responsible for losses caused by:
- Internet connectivity failures.
- Third-party payment gateway issues.
- Customer negligence in securing their account.
7. Amendments to this SLA
Mauzo Digital reserves the right to update this SLA. Any changes will be communicated **via email or website notification**.