Our Commitment to Reliability, Responsiveness, and Partnership

At SafariSync ERP, we recognize that the success of inbound tourism operators across East Africa—spanning Uganda, Kenya, Tanzania, Rwanda, and beyond—relies heavily on the uninterrupted and responsive performance of their digital systems. Our Service Level Agreement (SLA) outlines a transparent and enforceable framework that governs system uptime, technical support standards, and incident resolution protocols, ensuring your operations run smoothly and efficiently, no matter the complexity or seasonality of your business.

1. System Uptime Guarantee: 99.5% Uptime Commitment

We understand that travel companies operate in real time and require around-the-clock access to their core systems for client management, bookings, supplier coordination, document generation, and reporting. SafariSync ERP is hosted on secure, cloud-based infrastructure with high-availability architecture, and we commit to:

• 99.5% monthly uptime (excluding scheduled maintenance)
• Real-time performance monitoring with immediate failover protocols
• Advance notification of all scheduled downtime or maintenance windows (minimum 48 hours)

Example: Your operations team in Kampala or Arusha needs to generate a last-minute client service voucher at 11 PM; our system is built to support that, 24/7.

2. Technical Support Tiers and Response Times

Our multi-tiered technical support system is structured to ensure timely, effective assistance based on the severity and urgency of each request.

Severity Level	Description	Response Time	Resolution Target
Critical (P1)	System-wide outage, login failures, booking engine down	Within 1 hour	Resolution or workaround within 4 hours
High (P2)	Key feature failures (quotations, invoice modules)	Within 2 hours	Within 12 hours
Medium (P3)	Non-critical issues (UI bugs, formatting issues)	Within 4 hours	Within 24–48 hours
Low (P4)	Enhancement requests, cosmetic suggestions	Within 8 hours	Reviewed in 7 business days

Support is available via:

• Dedicated support portal (ticket-based)
• Email support (with tracking ID)
• Live chat (Business Hours): 8:00 AM – 6:00 PM EAT, Monday to Saturday
• Emergency hotline (24/7) for P1 incidents

All client tickets are tracked, documented, and closed only after user confirmation.

3. Escalation Protocols: From Prompt Response to Executive Attention

For unresolved or time-sensitive issues, SafariSync ERP maintains a structured escalation ladder that ensures continuous accountability:

• Level 1: Frontline Technical Agent – initial triage and resolution
• Level 2: Product Support Specialist – deeper issue analysis, patch deployment
• Level 3: Engineering Escalation – direct intervention from backend/system developers
• Level 4: Executive Oversight – escalations beyond 48 hours (for critical issues) reach the Product Director or Co-founder

All escalation steps are timestamped and monitored within our support management dashboard, ensuring no case is left unattended or untracked.

4. Data Security & Backup Commitments

Inbound tourism companies handle sensitive client, supplier, and financial data. SafariSync ERP is built with a security-first approach, including:

• Daily encrypted backups stored in geographically redundant locations
• Role-based access control for DMC/reservation staff, consultants, and accounts teams
• SSL/TLS encryption for all data in transit
• Optional 2-Factor Authentication (2FA) for user accounts

We back up your data every night, retain backups for up to 30 days, and can restore systems in under 2 hours in case of critical data loss.

5. Service Credits & SLA Compliance Monitoring

SafariSync is committed to delivering on its promises. Should we fail to meet our uptime commitments, we offer service credits according to the following scale:

Monthly Uptime	Credit to Account
≥ 99.5%	0% (SLA met)
98.5% – 99.4%	5% monthly subscription credit
97% – 98.4%	10% monthly subscription credit
< 97%	15% credit + incident review

Clients can request SLA compliance reports quarterly, and all metrics are independently monitored and stored for transparency.

Why This Matters for Inbound Tour Operators in East Africa

SafariSync ERP is not just another software vendor—we are your digital co-pilot in navigating the operational complexities of inbound tourism. Whether you’re a boutique safari outfitter in Kigali, a ground handler in Nairobi, or a regional DMC with satellite consultants, our SLA assures that:

• Your systems stay online during peak booking seasons
• Support is available when time zones and client expectations clash
• Your data is safe, accessible, and recoverable
• You have clear, tiered escalation paths in case things go wrong

This SLA is a reflection of our customer-first, tourism-specific design philosophy—empowering tour operators to focus on crafting unforgettable experiences, while we ensure their operational backbone remains resilient and responsive.