1. Overview
This Service Level Agreement ("SLA") defines the service standards, uptime commitments, and support response times that SageIT Services provides to churches subscribing to the DaChurchMan platform. This SLA applies to all DaChurchMan services, including the web dashboard, per-church mobile applications, DaChurchMan Social, DaChurchMan Pay, and related backend services.
This SLA is incorporated by reference into the Terms of Service and any Service Agreement between SageIT Services and a subscribing church.
Desktop applications (Worship Console and Worship Studio) operate locally on your hardware and are not covered by the uptime commitment in this SLA, though they are covered by our support services.
2. Service Availability
2.1 Uptime Commitment
SageIT Services commits to maintaining 99.5% monthly uptime for the DaChurchMan web dashboard and backend API services, measured on a calendar month basis.
Uptime is calculated as:
Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
2.2 Exclusions
The following are excluded from downtime calculations:
- Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance. Scheduled maintenance will be performed during off-peak hours (typically between 12:00 AM and 5:00 AM GMT) where possible.
- Emergency Maintenance: Urgent security patches or critical fixes that cannot wait for a scheduled window. We will notify affected churches as soon as practicable.
- Third-Party Outages: Downtime caused by third-party service providers (Paystack, mNotify, Firebase, Google Maps, cloud hosting providers, internet service providers).
- Force Majeure: Events beyond our reasonable control as defined in the Service Agreement.
- Client-Caused Issues: Downtime resulting from the church's own actions, misconfigurations, or misuse of the platform.
2.3 Remedy
If DaChurchMan fails to meet the 99.5% monthly uptime commitment, the affected church may request a service credit applied to the next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.4% | 5% of monthly subscription fee |
| 95.0% – 98.9% | 10% of monthly subscription fee |
| Below 95.0% | 25% of monthly subscription fee |
Service credits must be requested within 30 days of the affected month and are capped at 25% of the monthly subscription fee. Credits are not transferable and cannot be redeemed for cash.
3. Support Services
3.1 Support Channels
| Channel | Availability | Contact |
|---|---|---|
| Monday – Friday, 8:00 AM – 6:00 PM GMT | +233 54 880 1288 | |
| 24/7 (responses during business hours) | [email protected] | |
| In-App Support | Available within the DaChurchMan dashboard | Via the Help section |
3.2 Response Times
We classify support requests by severity and commit to the following initial response times during business hours (Monday – Friday, 8:00 AM – 6:00 PM GMT):
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Platform is completely inaccessible or data loss is occurring | Within 2 hours | Within 8 hours |
| High | Major feature is non-functional with no workaround (e.g., payments not processing, SMS not sending) | Within 4 hours | Within 24 hours |
| Medium | Feature is impaired but a workaround exists | Within 8 hours | Within 72 hours |
| Low | General questions, feature requests, minor issues | Within 24 hours | Best effort |
Response times are measured during business hours only. Requests submitted outside business hours will begin their response timer at the start of the next business day.
4. Data Protection
4.1 Backups
- Church data is backed up daily with automated processes.
- Backups are retained for a minimum of 30 days.
- Backups are stored in a geographically separate location from the primary servers.
4.2 Disaster Recovery
- Recovery Time Objective (RTO): We target restoration of services within 4 hours of a major infrastructure failure.
- Recovery Point Objective (RPO): In the event of data loss, we target recovery to within 24 hours of the most recent backup.
4.3 Security Incidents
In the event of a data breach or security incident affecting church data, SageIT Services will:
- Notify the affected church within 72 hours of becoming aware of the breach.
- Provide details of the nature of the breach, the data affected, and the measures taken to contain it.
- Cooperate with the church in fulfilling any legal notification obligations under the Ghana Data Protection Act, 2012 (Act 843).
5. Platform Updates
- We release regular updates to improve functionality, performance, and security.
- Updates to the web dashboard and backend services are deployed automatically with no action required by the church.
- Mobile app updates are published through the Apple App Store and Google Play Store.
- Desktop application updates (Console and Studio) are downloaded automatically in the background and applied on restart.
- We will provide reasonable notice for any updates that significantly change existing functionality.
6. Limitations
- This SLA does not guarantee that the platform will be error-free or that all issues will be resolved within the stated targets.
- Resolution targets are goals, not guarantees — complex issues may require longer resolution times.
- Service credits are the sole and exclusive remedy for any failure to meet this SLA.
7. Changes to This SLA
We may update this SLA from time to time. When we make changes, we will notify subscribing churches through the platform or via email at least 30 days before the changes take effect. Your continued use of our services after changes are posted constitutes acceptance of the updated SLA.
8. Contact
For SLA-related enquiries or to request a service credit:
- Email: [email protected]
- WhatsApp: +233 54 880 1288
- Address: SageIT Services, Ngleshie Amanfro, Greater Accra, Ghana