Service Level Agreement

This Service Level Agreement ("SLA") is entered into between Edoc Ventures Ltd ("Provider," "we," "us") and the client entity that has executed a Master Service Agreement or Purchase Order referencing this SLA ("Client").

This SLA governs the delivery of the following service categories:

• Custom Software Development & Deployment
• Cloud Infrastructure & Managed Hosting (VirtualHode, VOD, Stream)
• SaaS Platform Subscriptions (eLearning Pro, eAccounting, SMSBox-247, Ekkilsia, myLibrary)
• Fintech Solutions (QuestPay, CashWired, eBanking Hub, SwapLabs, PayMe)
• IT Consulting, Academy Programs, and Managed Server Setup

Edoc Ventures commits to the following monthly uptime targets, measured on a rolling 30-day basis, excluding Scheduled Maintenance Windows:

Scheduled Maintenance: Edoc Ventures reserves the right to perform maintenance between 00:00–04:00 GMT on Sundays. Clients will receive a minimum 72 hours advance notice via email for any planned outages exceeding 30 minutes.

Response time begins when the Client submits a support ticket through the official support portal. Edoc Ventures does not guarantee resolution within target times where the root cause lies with third-party infrastructure providers (e.g., AWS, Azure, Twilio).

Support tier allocation is determined at contract signing. Upgrades take effect at the start of the following billing cycle.

In the event that Edoc Ventures fails to meet the uptime commitment in Section 2, the Client may request Service Credits as follows:

• 99.5%–99.9% actual uptime (missed commitment): 5% credit of monthly fee for affected service
• 95.0%–99.4% actual uptime: 10% credit of monthly fee
• Below 95.0%: 20% credit of monthly fee

Credits must be claimed within 30 days of the incident. Claims submitted after this period will not be honoured. Credits are applied to the next invoice and are non-transferable and non-refundable as cash.

To ensure optimal service delivery, the Client agrees to:

• Provide accurate and timely information required for project delivery or incident resolution.
• Designate a primary point of contact who is authorised to make decisions on behalf of the Client.
• Report incidents through the official support channel only — not via personal staff contacts.
• Maintain timely payment of all invoices. Support response for accounts with overdue balances exceeding 14 days may be downgraded to Standard tier.
• Comply with all acceptable use policies and not use services for unlawful or harmful activities.
• Ensure their own systems (hardware, network, third-party integrations) meet minimum compatibility requirements as advised by Edoc Ventures.

This SLA does not apply to downtime or performance degradation resulting from:

• Scheduled maintenance communicated in advance (see Section 2)
• Client-side network, hardware, or software failures
• Actions or omissions by the Client or any third party authorised by the Client
• Force majeure events (natural disasters, war, government orders, widespread internet outages)
• Failure of third-party services not within Edoc Ventures' direct control (e.g., telecommunications providers, cloud CDN providers)
• Beta features, developer sandbox environments, or services explicitly marked as preview
• Incidents caused by the Client exceeding agreed usage quotas without prior authorisation

Edoc Ventures maintains the following security standards across all managed services:

• Encryption: All data at-rest and in-transit is encrypted using AES-256 and TLS 1.3 or higher.
• Access Control: Role-based access control (RBAC) with multi-factor authentication for administrative systems.
• Backups: Daily automated backups with 30-day retention. Point-in-time recovery available on Enterprise tier.
• Vulnerability Scanning: Quarterly penetration testing and continuous vulnerability monitoring.
• Breach Notification: Client will be notified within 48 hours of confirmed data breach discovery.
• Compliance: Services are designed to support GDPR, NDPR (Nigeria), and Ghana Data Protection Act compliance obligations of our clients.

To the maximum extent permitted by applicable law:

• Edoc Ventures' total aggregate liability for all claims arising under this SLA shall not exceed the fees paid by the Client in the 3 months preceding the incident.
• Edoc Ventures shall not be liable for any indirect, incidental, consequential, punitive, or special damages, including loss of profits, data, or business opportunity, even if advised of such possibility.
• Service Credits described in Section 5 constitute the Client's sole and exclusive remedy for service availability failures.

This SLA shall be governed by and construed in accordance with the laws of the Republic of Ghana. Any disputes arising out of or in connection with this SLA that cannot be resolved amicably within 30 days shall be submitted to binding arbitration in Accra, Ghana, under the rules of the Ghana Arbitration Centre.

Both parties agree to attempt good-faith negotiation before initiating any formal legal proceedings.

Edoc Ventures reserves the right to amend this SLA at any time. Clients will be notified of material changes via email at least 30 days before the changes take effect. Continued use of the services after the effective date constitutes acceptance of the revised SLA.

If a Client does not accept the revised terms, they must notify Edoc Ventures in writing within the 30-day notice period and may terminate their service subscription without penalty.

For all SLA-related queries, incident reporting, or credit claims, please contact us through:

• Support Portal: Contact Page
• Email: support@edocventures.com
• Emergency Hotline (Enterprise Clients): Provided at contract signing