Service Level Agreement
Response and resolution commitments below apply to clients on an active AMC / support contract with Miano Software Solutions. Specific tier assignment is confirmed in your support agreement.
| Tier | Response Time | Target Resolution |
|---|---|---|
| Standard | 1 business day | 5 business days |
| Priority | 4 business hours | 2 business days |
| Critical / Enterprise | 1 business hour | Same business day |
"Response time" is the time to first acknowledgement of a submitted issue. "Resolution" targets are best-effort and may vary based on issue complexity and third-party dependencies (e.g. KRA eTIMS or Safaricom Daraja outages outside our control).