Our commitment to service availability and support excellence.
Last updated: June 10, 2025 — Version 1.0
This Service Level Agreement ("SLA") is a policy governing the use of HIDDIKEL's infrastructure services and forms part of the agreement between HIDDIKEL and its enterprise clients. It defines the performance standards, availability commitments, support obligations, and remedies that govern our relationship clearly, transparently, and without ambiguity.
At HIDDIKEL, we hold ourselves to the highest standards of service delivery. This SLA is not just a document; it is our operational commitment to your business.
HIDDIKEL guarantees a 99.999% uptime across all core infrastructure services, including colocation, cloud services, managed hosting, disaster recovery, and network connectivity.
This equates to no more than 5.26 minutes of unplanned downtime per year, achieved through redundant architecture, proactive monitoring, and rapid incident response at every layer of our platform.
Uptime is calculated on a monthly basis and measured from our Network Operations Centre (NOC), which monitors all services around the clock.
This SLA applies to the following HIDDIKEL services:
Severity 1 — Critical
Response Time: Within 15 minutes
Resolution Target: Within 4 hours
Severity 2 — High
Response Time: Within 1 hour
Resolution Target: Within 8 hours
Severity 3 — Standard
Response Time: Within 4 hours
Resolution Target: Within 24 hours
Clients will receive a minimum of 72 hours' advance notice for all scheduled maintenance windows. Maintenance is carried out during off-peak periods to minimise operational disruption.
The uptime guarantee and service credits do not apply to downtime resulting from scheduled or emergency maintenance, client-side infrastructure failures, force majeure events, third-party service failures outside HIDDIKEL's control, or suspension of services due to non-payment or breach of contract.
Standard Support — Access to the HIDDIKEL support portal, ticketing system, and technical knowledge base.
Priority Support — Dedicated technical account manager, priority ticket escalation, and direct access to senior engineering teams.
Enterprise Support — Named account manager, on-site engineering support, quarterly infrastructure reviews, and direct escalation to HIDDIKEL's leadership team.
All HIDDIKEL services are monitored continuously by our Network Operations Centre. Monthly SLA performance reports are delivered to your designated technical contact, summarising service availability, incident history, and any credits applied during the period.
Clients are responsible for maintaining accurate contact information, promptly reporting service issues, ensuring client-side infrastructure meets HIDDIKEL's minimum technical requirements, and cooperating with engineering teams during incident resolution.
This SLA is reviewed annually. Clients will be notified of any material changes with a minimum of 30 days' advance notice.
This Service Level Agreement is governed by the laws of the Federal Republic of Nigeria and forms part of the master service agreement between HIDDIKEL and its clients.
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