← Back to Home ← Rudi Nyumbani Last Updated: June 8, 2026

Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the availability and performance of the Atlas Digital Vault Service ("Service") and applies to all paid subscription plans. This SLA is incorporated into and forms part of the Terms of Service. Free tier (Starter plan) users are not covered by this SLA.

1. Service Availability Commitment

Atlas Digital Vault commits to maintaining a Monthly Uptime Percentage of at least 99.9% for the Service. This means the Service will be available and functional for at least 99.9% of each calendar month, as measured by our internal monitoring systems.

Monthly Uptime Percentage Maximum Monthly Downtime Service Credit
99.9% or above ~43 minutes No credit
99.0% – 99.9% ~7.3 hours 10% of monthly fee
95.0% – 99.0% ~36.5 hours 25% of monthly fee
Below 95.0% More than 36.5 hours 50% of monthly fee

2. Definitions

"Monthly Uptime Percentage" is calculated as: (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month × 100.

"Downtime" is defined as a period of 5 or more consecutive minutes during which the core functionality of the Service (document upload, download, and access) is unavailable or materially impaired for the majority of paid users. Downtime is measured exclusively by our internal monitoring systems, which are the sole authoritative source.

"Service Credit" is a percentage credit applied to your next billing cycle, calculated against your monthly subscription fee (or 1/12 of your annual fee for yearly subscribers).

3. Exclusions

The following are excluded from Downtime calculations and do not qualify for Service Credits:

  • Scheduled Maintenance: Planned maintenance windows announced at least 48 hours in advance via email or in-app notification. We schedule maintenance during off-peak hours (typically 02:00 – 06:00 EAT on weekdays).
  • Emergency Maintenance: Critical security patches, vulnerability fixes, or urgent infrastructure repairs that cannot wait for a scheduled window. We will provide notice as soon as reasonably possible.
  • Force Majeure: Events beyond our reasonable control, including but not limited to natural disasters (flooding, earthquakes, cyclones), pandemics, acts of government, war, terrorism, civil unrest, internet backbone failures, DNS outages, power grid failures, or widespread cyberattacks.
  • Third-Party Services: Outages or degradation of third-party services we depend on (payment processors, DNS providers, CDN providers) that are outside our direct control.
  • User-Caused Issues: Downtime or degradation resulting from your actions, configurations, network connectivity, device issues, or third-party integrations you manage.
  • Beta Features: Features explicitly labeled as beta, preview, experimental, or early access.
  • API Rate Limiting: Temporary restrictions imposed due to API abuse or excessive usage that violates published rate limits.
  • Free Tier: The Starter (free) plan is not covered by this SLA and is provided on a best-effort basis.

4. Performance Targets

In addition to availability, we target the following performance metrics under normal operating conditions:

  • API Response Time: 95th percentile API response time of less than 500ms for standard operations (authentication, document metadata retrieval, listing).
  • Upload/Download: Document upload and download operations complete within 5 seconds for files up to 10 MB.
  • Authentication: Login and authentication requests processed within 2 seconds.
  • Search: Document search queries return results within 3 seconds.
  • Encryption/Decryption: Client-side encryption and decryption operations are device-dependent and not covered by this SLA.

Performance targets are goals, not guarantees, and are not subject to Service Credits. Actual performance may vary based on network conditions, geographic location, device capabilities, and server load.

5. Requesting Service Credits

To request a Service Credit:

  • Submit a request to [email protected] within 30 days of the end of the month in which the Downtime occurred.
  • Include your account email, the dates and times of observed Downtime (in EAT timezone), and a description of the impact on your use of the Service.
  • We will review the request and verify against our monitoring data within 15 business days.
  • Approved credits will be applied to your next billing cycle.

Service Credits are your sole and exclusive remedy for any failure by Atlas Digital Vault to meet this SLA. Service Credits are non-transferable, cannot be redeemed for cash, and cannot exceed 50% of your monthly subscription fee for any single month. Credits may not be accumulated across multiple months.

6. Limitations on Service Credits

  • The maximum Service Credit for any single calendar month is 50% of your monthly subscription fee.
  • Service Credits are applied only to future billing cycles and cannot be refunded as cash.
  • Service Credits do not extend the refund eligibility window under our Refund Policy.
  • If your account is terminated or downgraded to the free tier before the credit is applied, the credit is forfeited.
  • Service Credits cannot be combined with refund requests for the same billing period.

7. Monitoring and Reporting

We maintain internal monitoring systems to track Service availability and performance. We may publish a public status page where users can view current and historical Service status. Incident reports for significant outages (exceeding 30 minutes) will be published within 5 business days of resolution, including root cause analysis and preventive measures.

8. Support Response Times

Severity Description Response Time Resolution Target
Critical Service completely unavailable for all users 1 hour 4 hours
High Major feature impairment affecting many users 4 hours 24 hours
Medium Minor feature impairment or isolated issue 8 hours 72 hours
Low General inquiry, feedback, or enhancement request 24 hours Best effort

Response times are measured during business hours (Monday – Friday, 08:00 – 18:00 EAT), except for Critical severity issues which are monitored 24/7. Response time means the time between when we receive your support request and when we acknowledge receipt and begin investigation — it does not guarantee resolution within that timeframe.

9. Data Durability

We target 99.99% data durability for your encrypted documents. This means that once a document is successfully uploaded and a confirmation is returned by the API, we design our systems to prevent data loss through:

  • Redundant storage with automated replication.
  • Regular automated backups with 7-day daily and 4-week weekly retention.
  • Continuous data integrity verification.

However, due to our zero-knowledge architecture, we strongly recommend that you maintain your own independent backup copies of all critical documents. Data durability targets are goals, not guarantees, and Atlas Digital Vault shall not be liable for any data loss, regardless of cause. Your use of the Service for document storage is at your own risk.

10. Disclaimer

THIS SLA DOES NOT CONSTITUTE A WARRANTY. THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" AS DESCRIBED IN OUR TERMS OF SERVICE. SERVICE CREDITS ARE THE SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE TO MEET THIS SLA. NOTHING IN THIS SLA CREATES ANY ADDITIONAL LIABILITY BEYOND WHAT IS STATED IN THE TERMS OF SERVICE. ATLAS DIGITAL VAULT'S TOTAL LIABILITY UNDER THIS SLA SHALL NOT EXCEED THE SERVICE CREDIT AMOUNTS DESCRIBED HEREIN.

11. Changes to This SLA

We may modify this SLA from time to time. We will provide at least 30 days notice of material changes via email or in-app notification. Changes will not retroactively affect Service Credits for Downtime that occurred before the change took effect.

12. Contact

For SLA-related inquiries or to submit a Service Credit request:

Mkataba wa Kiwango cha Huduma

Mkataba huu wa Kiwango cha Huduma ("SLA") ni sera inayosimamia upatikanaji na utendaji wa Huduma ya Atlas Digital Vault ("Huduma") na unatumika kwa mipango yote ya usajili wa malipo. SLA hii imejumuishwa na ni sehemu ya Masharti ya Huduma. Watumiaji wa kiwango cha bure (mpango wa Starter) hawashumuliwi na SLA hii.

1. Ahadi ya Upatikanaji wa Huduma

Atlas Digital Vault inajitolea kudumisha Asilimia ya Upatikanaji wa Kila Mwezi ya angalau 99.9% kwa Huduma. Hii inamaanisha Huduma itapatikana na kufanya kazi kwa angalau 99.9% ya kila mwezi wa kalenda, kama inavyopimwa na mifumo yetu ya ufuatiliaji wa ndani.

Asilimia ya Upatikanaji wa Kila Mwezi Muda wa Juu wa Kutofanya Kazi kwa Mwezi Mkopo wa Huduma
99.9% au zaidi ~dakika 43 Hakuna mkopo
99.0% – 99.9% ~masaa 7.3 10% ya ada ya kila mwezi
95.0% – 99.0% ~masaa 36.5 25% ya ada ya kila mwezi
Chini ya 95.0% Zaidi ya masaa 36.5 50% ya ada ya kila mwezi

2. Ufafanuzi

"Asilimia ya Upatikanaji wa Kila Mwezi" inahesabiwa kama: (Jumla ya dakika katika mwezi wa kalenda − Dakika za kutofanya kazi) ÷ Jumla ya dakika katika mwezi wa kalenda × 100.

"Kutofanya Kazi" kunafafanuliwa kama kipindi cha dakika 5 au zaidi mfululizo ambapo utendaji mkuu wa Huduma (kupakia hati, kupakua, na kufikia) haupatikani au umeathirika kwa kiasi kikubwa kwa watumiaji wengi wa malipo. Kutofanya kazi kunapimwa pekee na mifumo yetu ya ufuatiliaji wa ndani, ambayo ndiyo chanzo pekee cha mamlaka.

"Mkopo wa Huduma" ni asilimia ya mkopo inayotumika katika mzunguko wako ujao wa malipo, ikihesabiwa dhidi ya ada yako ya usajili wa kila mwezi (au 1/12 ya ada yako ya kila mwaka kwa wasajili wa kila mwaka).

3. Vizuizi

Yafuatayo yametengwa kutoka kwa hesabu za Kutofanya Kazi na hayastahili Mikopo ya Huduma:

  • Matengenezo Yaliyopangwa: Madirisha ya matengenezo yaliyopangwa yaliyotangazwa angalau masaa 48 kabla kupitia barua pepe au arifa ndani ya programu. Tunapanga matengenezo wakati wa masaa yasiyo ya kilele (kwa kawaida 02:00 – 06:00 EAT siku za kazi).
  • Matengenezo ya Dharura: Viraka muhimu vya usalama, marekebisho ya udhaifu, au matengenezo ya haraka ya miundombinu ambayo hayawezi kusubiri dirisha lililopangwa. Tutatoa taarifa haraka iwezekanavyo.
  • Hali za Dharura: Matukio yanayozidi udhibiti wetu unaofaa, ikiwa ni pamoja na lakini si tu maafa ya asili (mafuriko, matetemeko ya ardhi, vimbunga), milipuko ya magonjwa, vitendo vya serikali, vita, ugaidi, machafuko ya kiraia, kushindwa kwa mtandao mkuu wa intaneti, kushindwa kwa DNS, kushindwa kwa gridi ya umeme, au mashambulizi ya mtandao yaliyoenea.
  • Huduma za Wahusika wa Tatu: Kushindwa au kudhoofika kwa huduma za wahusika wa tatu tunazotegemea (wasindikaji wa malipo, watoa DNS, watoa CDN) ambazo ziko nje ya udhibiti wetu wa moja kwa moja.
  • Matatizo Yanayosababishwa na Mtumiaji: Kutofanya kazi au kudhoofika kunakotokana na vitendo vyako, usanidi, muunganisho wa mtandao, matatizo ya kifaa, au ushirikiano wa wahusika wa tatu unaosimamia.
  • Vipengele vya Beta: Vipengele vilivyowekwa alama wazi kuwa beta, hakiki, majaribio, au ufikiaji wa mapema.
  • Kizuizi cha Kiwango cha API: Vizuizi vya muda vilivyowekwa kwa sababu ya matumizi mabaya ya API au matumizi kupita kiasi yanayokiuka vikomo vya kiwango vilivyochapishwa.
  • Kiwango cha Bure: Mpango wa Starter (bure) haushumuliwi na SLA hii na hutolewa kwa jitihada bora.

4. Malengo ya Utendaji

Mbali na upatikanaji, tunalenga vipimo vifuatavyo vya utendaji chini ya hali za kawaida za uendeshaji:

  • Muda wa Majibu ya API: Asilimia ya 95 ya muda wa majibu ya API chini ya 500ms kwa shughuli za kawaida (uthibitishaji, upataji wa metadata ya hati, orodha).
  • Kupakia/Kupakua: Shughuli za kupakia na kupakua hati zinakamilika ndani ya sekunde 5 kwa faili hadi 10 MB.
  • Uthibitishaji: Maombi ya kuingia na uthibitishaji yanashughulikiwa ndani ya sekunde 2.
  • Utafutaji: Hoji za utafutaji wa hati zinarudisha matokeo ndani ya sekunde 3.
  • Usimbaji/Usimbuaji: Shughuli za usimbaji na usimbuaji upande wa mteja zinategemea kifaa na hazishumuliwi na SLA hii.

Malengo ya utendaji ni malengo, si dhamana, na hayako chini ya Mikopo ya Huduma. Utendaji halisi unaweza kutofautiana kulingana na hali ya mtandao, eneo la kijiografia, uwezo wa kifaa, na mzigo wa seva.

5. Kuomba Mikopo ya Huduma

Kuomba Mkopo wa Huduma:

  • Wasilisha ombi kwa [email protected] ndani ya siku 30 baada ya mwisho wa mwezi ambao Kutofanya Kazi kulitokea.
  • Jumuisha barua pepe ya akaunti yako, tarehe na nyakati za Kutofanya Kazi ulizoziona (katika eneo la saa la EAT), na maelezo ya athari kwa matumizi yako ya Huduma.
  • Tutakagua ombi na kuthibitisha dhidi ya data yetu ya ufuatiliaji ndani ya siku 15 za biashara.
  • Mikopo iliyoidhinishwa itatumika katika mzunguko wako ujao wa malipo.

Mikopo ya Huduma ndiyo suluhisho lako pekee na la kipekee kwa kushindwa kwa Atlas Digital Vault kutimiza SLA hii. Mikopo ya Huduma haiwezi kuhamishwa, haiwezi kubadilishwa kuwa pesa taslimu, na haiwezi kuzidi 50% ya ada yako ya usajili wa kila mwezi kwa mwezi wowote mmoja. Mikopo haiwezi kukusanywa kwa miezi mingi.

6. Vikomo vya Mikopo ya Huduma

  • Mkopo wa juu wa Huduma kwa mwezi wowote wa kalenda ni 50% ya ada yako ya usajili wa kila mwezi.
  • Mikopo ya Huduma inatumika tu kwa mizunguko ya malipo ya siku zijazo na haiwezi kurudishwa kama pesa taslimu.
  • Mikopo ya Huduma haipanui dirisha la kustahiki kurejesha pesa chini ya Sera yetu ya Kurejesha Pesa.
  • Ikiwa akaunti yako imesitishwa au kupunguzwa hadi kiwango cha bure kabla ya mkopo kutumika, mkopo hupotea.
  • Mikopo ya Huduma haiwezi kuunganishwa na maombi ya kurejesha pesa kwa kipindi kile kile cha malipo.

7. Ufuatiliaji na Kuripoti

Tunadumisha mifumo ya ufuatiliaji wa ndani ili kufuatilia upatikanaji na utendaji wa Huduma. Tunaweza kuchapisha ukurasa wa hadhi wa umma ambapo watumiaji wanaweza kuona hadhi ya sasa na ya kihistoria ya Huduma. Ripoti za matukio kwa kushindwa muhimu (kuzidi dakika 30) zitachapishwa ndani ya siku 5 za biashara baada ya kutatuliwa, ikiwa ni pamoja na uchambuzi wa sababu kuu na hatua za kuzuia.

8. Muda wa Majibu ya Msaada

Ukali Maelezo Muda wa Majibu Lengo la Kutatua
Muhimu Sana Huduma haipatikani kabisa kwa watumiaji wote Saa 1 Masaa 4
Juu Kuharibika kwa kipengele kikuu kunakoathiri watumiaji wengi Masaa 4 Masaa 24
Wastani Kuharibika kidogo kwa kipengele au tatizo la peke yake Masaa 8 Masaa 72
Chini Uchunguzi wa jumla, maoni, au ombi la uboreshaji Masaa 24 Jitihada bora

Muda wa majibu hupimwa wakati wa masaa ya biashara (Jumatatu – Ijumaa, 08:00 – 18:00 EAT), isipokuwa masuala ya ukali Muhimu Sana ambayo yanafuatiliwa masaa 24/7. Muda wa majibu unamaanisha muda kati ya wakati tunapopokea ombi lako la msaada na wakati tunapokubali kupokea na kuanza uchunguzi — haudhamini kutatuliwa ndani ya muda huo.

9. Ustahimilivu wa Data

Tunalenga ustahimilivu wa data wa 99.99% kwa hati zako zilizosimbwa. Hii inamaanisha kuwa mara hati imepakiwa kwa mafanikio na uthibitisho unarudi kutoka API, tunabuni mifumo yetu kuzuia upotevu wa data kupitia:

  • Hifadhi ya ziada yenye urudufishaji wa kiotomatiki.
  • Hifadhi rudufu za kiotomatiki za mara kwa mara zenye uhifadhi wa siku 7 za kila siku na wiki 4 za kila wiki.
  • Uthibitishaji unaoendelea wa uadilifu wa data.

Hata hivyo, kwa sababu ya usanifu wetu wa maarifa-sifuri, tunapendekeza sana kwamba udumishe nakala zako za hifadhi rudufu za kujitegemea za hati zote muhimu. Malengo ya ustahimilivu wa data ni malengo, si dhamana, na Atlas Digital Vault haitawajibika kwa upotevu wowote wa data, bila kujali sababu. Matumizi yako ya Huduma kwa uhifadhi wa hati ni kwa hatari yako mwenyewe.

10. Kanusho

SLA HII HAIUNDI DHAMANA. HUDUMA HUTOLEWA "KAMA ILIVYO" NA "KAMA INAVYOPATIKANA" KAMA ILIVYOELEZWA KATIKA MASHARTI YETU YA HUDUMA. MIKOPO YA HUDUMA NDIYO SULUHISHO PEKEE NA LA KIPEKEE KWA KUSHINDWA KUTIMIZA SLA HII. HAKUNA KITU KATIKA SLA HII KINACHOUNDA DHIMA YOYOTE YA ZIADA ZAIDI YA ILIYOELEZWA KATIKA MASHARTI YA HUDUMA. DHIMA YOTE YA ATLAS DIGITAL VAULT CHINI YA SLA HII HAITAZIDI KIASI CHA MIKOPO YA HUDUMA KILICHOELEZWA HAPA.

11. Mabadiliko ya SLA Hii

Tunaweza kurekebisha SLA hii mara kwa mara. Tutatoa taarifa ya angalau siku 30 ya mabadiliko muhimu kupitia barua pepe au arifa ndani ya programu. Mabadiliko hayataathiri kwa nyuma Mikopo ya Huduma kwa Kutofanya Kazi kulikotokea kabla ya mabadiliko kuanza kutumika.

12. Mawasiliano

Kwa maswali yanayohusiana na SLA au kuwasilisha ombi la Mkopo wa Huduma: