05Maintenance & Planned Downtime
Scheduled maintenance is communicated at least 48 hours in advance where possible and performed during low-traffic windows. Planned maintenance is excluded from uptime calculations.
DugaShata Global Solution and its operating brands aim to deliver consistent, dependable service. This SLA describes the standards clients can expect for availability, response time, and issue resolution across active engagements.
| Priority | Definition | Target First Response |
|---|---|---|
| Critical | Service fully down or unusable | Within 2 hours |
| High | Major function impaired | Within 8 business hours |
| Normal | Minor issue, workaround available | Within 1 business day |
| Low | General question or request | Within 2 business days |
Response time is an acknowledgement, not a resolution. Resolution timelines vary by issue complexity and are communicated once the issue is triaged. The team will provide status updates at agreed intervals until closure.
Scheduled maintenance is communicated at least 48 hours in advance where possible and performed during low-traffic windows. Planned maintenance is excluded from uptime calculations.
Issues can be raised through the relevant brand's official support channel (email, ticketing portal, or phone line, as published on that brand's website). Please include a description, screenshots or logs if available, and the impact on your business.
Where a signed contract includes service credits or other remedies for missed targets, those terms apply as written in that contract. This general SLA does not itself guarantee credits unless stated in a specific agreement.