1. Introduction
This Service Level Agreement ("SLA") defines the standards Zodize commits to for the delivery of software development projects, ongoing maintenance engagements, and hosted software services. Specific SLA parameters for individual engagements are confirmed in the relevant service agreement or Statement of Work.
2. Project Delivery Commitments
2.1 Project Timelines
Zodize provides a project delivery timeline at the start of each engagement. We commit to:
- Completing each milestone within the agreed window or providing written notice at least 5 business days in advance if a milestone will be delayed.
- Identifying and communicating scope changes that affect timelines promptly, with a revised schedule provided within 3 business days of the change being identified.
- Completing delivery of the final agreed scope within the project timeline, subject to client-side factors (see Section 5).
2.2 Delivery Stages
For custom software projects, Zodize typically delivers through the following stages, each subject to review and sign-off:
- Requirements confirmation and architecture design
- UI/UX wireframes and design mockups (for applicable projects)
- Core feature development (iterative sprint releases)
- Quality assurance and user acceptance testing
- Deployment and handover
- Post-launch support period
3. Support Response Times
During any active support or maintenance engagement, Zodize commits to the following response time targets:
| Issue Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | System completely down; data loss in progress; security breach | 2 business hours | Best effort same business day |
| High (P2) | Major feature non-functional; significant performance degradation | 4 business hours | 1–2 business days |
| Medium (P3) | Non-critical feature issue; workaround available | 1 business day | 3–5 business days |
| Low (P4) | Minor UI issue; enhancement request; documentation update | 2 business days | Next sprint cycle |
Business hours: 8:00 AM – 6:00 PM WAT (West Africa Time), Monday–Friday, excluding Nigerian public holidays.
4. Uptime and Availability (Hosted Services)
Where Zodize provides or manages hosting for delivered software:
- Target uptime: 99.5% monthly availability (measured excluding scheduled maintenance windows).
- Scheduled maintenance: Communicated at least 48 hours in advance and conducted during off-peak hours where possible.
- Uptime is measured from the client's application layer. Zodize is not responsible for outages caused by the underlying hosting provider, CDN, internet infrastructure, or DNS providers outside our direct control.
5. Client Obligations Affecting SLA
The following client-side factors may affect Zodize's ability to meet SLA commitments and do not constitute a breach by Zodize:
- Delays in providing required approvals, content, credentials, or feedback beyond 5 business days.
- Changes to agreed requirements after development has commenced.
- Third-party API or service outages outside Zodize's control.
- Force majeure events (see Section 7).
- Client failure to maintain adequate hosting, domain, or DNS configuration (for self-hosted deployments).
6. Bug Fix vs. New Features
This SLA covers correction of defects in features that were agreed upon and built according to the specifications. It does not cover:
- New feature development or enhancements beyond the original scope.
- Issues caused by Client modifications to the delivered code.
- Issues caused by upgrading or changing third-party integrations not managed by Zodize.
- Issues arising from incorrect use of the software by Client's users.
7. Force Majeure
Zodize shall not be held in breach of SLA commitments where performance is prevented or delayed by causes beyond our reasonable control, including but not limited to: natural disasters, acts of government, power failures, internet infrastructure failures, strikes, pandemics, or acts of war.
8. Remedies for SLA Breach
Where Zodize fails to meet material SLA commitments under an active maintenance contract and the failure is not attributable to client-side factors or force majeure:
- For active maintenance retainers: a credit of up to 10% of the monthly retainer fee may be applied for verified, material SLA breaches in the relevant month.
- Credits are the Client's exclusive remedy for SLA breaches and are subject to the limitations of liability in our Terms & Conditions.
Contact Zodize
To log a support request, raise an SLA concern, or ask about this agreement:
Contact Zodize
If you have questions regarding this Service Level Agreement, you may contact Zodize through any of the following channels:
| General Enquiries | hello@zodize.com |
| Legal Matters | legal@zodize.com |
| Support | support@zodize.com |
| Billing | billing@zodize.com |
| Founder & CEO (David) | david@zodize.com |
| +234 816 860 8957 |
You may also reach us through our contact page. We aim to respond to all enquiries within 2 business days.