Service Level Agreement
Effective Date: 20 May 2026 • Last Updated: 20 May 2026
This Service Level Agreement (“SLA”) describes the support and service framework applicable to HakiqaDuka subscribers, provided by Blackpaw Innovations Company. This SLA does not create an absolute guarantee of uninterrupted service unless expressly stated in a signed enterprise agreement.
1. Parties
Provider: Blackpaw Innovations Company
Service: HakiqaDuka and related support services
Customer: The subscribing business identified in the applicable order,
onboarding record, invoice, or service agreement.
2. Scope
This SLA addresses:
- Support channels and business hours
- Incident handling priorities and response targets
- Maintenance communication
- Data recovery and operational support expectations
3. Support Channels
Support is provided through:
- Email: support@hakiqa.com
- WhatsApp (business hours)
- In-product support request (where available)
- Scheduled support sessions (for onboarding and migration work)
4. Support Hours
Standard hours: Monday–Friday, 08:00–18:00 EAT
Saturday: 09:00–13:00 EAT (email and WhatsApp only)
Public holidays: Limited coverage; urgent incidents handled at Blackpaw’s discretion.
Higher-tier support: Available under a separate enterprise agreement.
5. Incident Priorities and Response Targets
| Priority | Description | First Response | Update Cadence |
|---|---|---|---|
| P1 — Critical | Service completely unavailable; major security incident; all users unable to operate | 2 hours | Every 2 hours until resolved |
| P2 — High | Major feature failure; severe degradation affecting critical workflows; billing or access issue with material business impact | 4 business hours | Daily update |
| P3 — Medium | Issue affecting a limited group; non-critical feature defect; workflow friction with available workaround | 1 business day | As required |
| P4 — Low | Cosmetic issue; minor usability concern; feature question or non-urgent request | 2 business days | As required |
Response targets apply during standard support hours. P1 incidents outside standard hours are handled at Blackpaw’s discretion or under an upgraded enterprise support tier.
6. Customer Responsibilities
To receive effective support, customers should:
- Report incidents promptly with screenshots, timestamps, and steps to reproduce
- Maintain stable internet, device, and local operational readiness on their side
- Review fixes, migrations, or corrections within agreed timelines
- Co-operate with reasonable troubleshooting requests
7. Maintenance and Updates
Blackpaw may perform maintenance, updates, bug fixes, or security changes. Where practical, we will provide at least 48 hours’ advance notice of planned maintenance likely to affect service availability. Emergency maintenance may be performed without advance notice where necessary to protect security or data integrity.
8. Backups and Recovery
Blackpaw maintains backups appropriate to the service. Backup presence does not guarantee recovery from every scenario, especially where data loss is caused by external systems, corrupt source data, customer-side deletion, or unsupported integrations. Recovery requests are subject to technical feasibility, retention windows, and agreed commercial terms.
9. Exclusions
This SLA does not cover:
- Customer-side data-entry errors or misuse by customer personnel
- Unsupported customisations or third-party modifications
- Failures caused by customer infrastructure, devices, internet, or power problems
- Unsupported browsers, devices, or operating systems
- Force majeure events
10. Security and Incident Cooperation
Where a security incident may affect the service, Blackpaw may take urgent measures including suspending sessions, resetting credentials, blocking suspicious devices or IPs, or requiring re-authentication. Such measures are taken in good faith to protect users, data, and the service.
11. Service Credits
Unless expressly agreed in writing, this SLA does not automatically provide service credits. Any commercial remedy for sustained service failure must be agreed in the governing contract or order form.
12. Changes to This SLA
Blackpaw may update this SLA from time to time. Material changes will be communicated through reasonable business notice where they affect subscribed support arrangements.
13. Governing Law
This SLA is governed by the laws of the Republic of Kenya, subject to the governing contract between the parties.
14. Contact
Blackpaw Innovations Company
Muringa Court, Kirichwa Road, Kileleshwa, Nairobi, Kenya
Support: support@hakiqa.com
General: admin@blackpawinnovations.com
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