Legal

Service level agreement.

What we commit to, how fast we respond, and what happens if we miss.

Draft — pending legal review. This page summarises the service commitments described across STAXIS plans. It is published for transparency and is not yet the executed contract. The binding agreement is the SLA schedule attached to your subscription. For the definitive document, email staxis@zionstand.com.

1. Scope

This agreement covers the managed services provided by Zionstand Digital Technologies (“ZDT”, “we”) under the STAXIS product to a subscribing customer (“you”), for the plans and tracks listed on your subscription. It applies for as long as your subscription is active and paid.

2. Uptime commitment

We target 99.9% monthly uptime for infrastructure and services under our direct management. Uptime is measured per calendar month, excluding the scheduled maintenance and exclusions described below.

Monitoring runs continuously; incidents are logged with timestamps.
Uptime reporting is available on request and included in periodic reviews on applicable plans.

3. Response times by severity

Response time means the time from a ticket being raised to a human engineer acknowledging it and beginning work — not automated receipt.

Severity	Definition	Response	Coverage
Critical	Service down or unusable; business stopped.	Within 4 hours	24/7
High	Major function degraded; workaround exists.	Within 8 hours	Business hours
Medium	Partial impact on a non-critical function.	Within 1 business day	Business hours
Low	Question, request, or cosmetic issue.	Within 2 business days	Business hours

Business hours are Monday to Friday, 8:00–18:00 WAT, excluding Nigerian public holidays. Extended and after-hours coverage is available as an add-on.

4. Scheduled maintenance

Routine maintenance is performed in low-traffic windows wherever possible.
We give advance notice for any maintenance expected to cause downtime.
Emergency security patching may be applied without prior notice where delay would create risk; you are notified after the fact.
Scheduled and emergency security maintenance are excluded from uptime calculations.

5. Your responsibilities

Provide and maintain the access we need to manage the systems in scope.
Raise issues through the supported channels so they are tracked and timed.
Keep billing current — SLA commitments apply to active, paid subscriptions.
Tell us before making material changes to systems we manage.

6. Exclusions

These commitments do not apply to downtime or degradation caused by:

Third-party providers outside our control (upstream hosting, ISPs, power, or vendor platforms such as Microsoft, Google, or Zoho).
Changes made by you or a third party to systems under our management without notice.
Force majeure, including natural events, civil disruption, or nationwide network failure.
Systems, environments, or components explicitly out of scope in your subscription.
Suspension for non-payment.

7. Service credits

If we fail to meet the uptime commitment in a calendar month, you may be eligible for a service credit against a future invoice. Credits are requested in writing within 30 days of the affected month, are applied to the affected service only, and are the sole remedy for missed uptime targets. The credit schedule is set out in your subscription's SLA schedule.

8. Changes to this agreement

We may update this SLA as our services change. Material changes are communicated to active subscribers before they take effect.

9. Contact

Questions about this agreement, or to request the executed SLA schedule for your account, email staxis@zionstand.com or get in touch.