Service Level Agreement (SLA)
Last Updated: July 4, 2026
This Service Level Agreement ("SLA") outlines the support response commitments, target availabilities, and operational standards provided by QAMFORGE LIMITED. This SLA is integrated into and subject to our corporate Terms of Service.
1. Support Channels and Operating Hours
Our customer success and technical maintenance teams operate under standard corporate hours:
- Standard Business Hours: Monday through Friday, 08:00 AM to 05:00 PM East Africa Time (EAT).
- Primary Support Channels: Official corporate email (support@qamforge.com) and our designated WhatsApp Corporate Office.
2. Incident Priority & Response Commitments
We classify technical and administrative incidents based on their operational impact. Our response and target resolution timelines are detailed below:
| Priority Level | Impact Scope | Target Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Total core service disruption (e.g., website/database downtime, cargo border clearance failure). | Under 2 hours | 8 hours |
| P2 - High | Major feature dysfunction or documentation delays affecting active filings (e.g., system API errors, document reviews). | Under 4 hours | 24 hours |
| P3 - Medium | Minor functional impairments or corporate status updates (e.g., analytics mismatch, transport schedule modifications). | Under 12 hours | 3 business days |
| P4 - Low | General consulting requests, layout modifications, billing questions, or design iterations. | Under 24 hours | 5 business days |
3. Division-Specific Targets
A. QAMFORGE Digital (Uptime & Maintenance)
For web platforms designed and hosted under our maintenance packages:
- Target Uptime: We aim for a 99.9% network uptime average, excluding pre-announced monthly maintenance windows.
- Backups: Full database backups are executed daily, with weekly file-system snapshots stored on separate secure servers.
B. QAMFORGE Logistics (Status & Telemetry)
For active cargo coordination contracts:
- Transit Updates: Transit telemetry and container updates are coordinated with customs clearers and drivers. Critical location alerts are updated daily.
- Document Despatch: Clearance and bill of lading documents are processed and compiled within 48 hours of cargo receipt.
C. QAMFORGE Immigration (Audit Turnaround)
For consultation and compilation agreements:
- Initial File Audit: Completed checklist audits are returned to the client within 5 business days of receiving full document uploads.
- Draft Compilation: Application cover letter drafts and supporting documentation directories are prepared within 7 business days.
4. Exclusions
We are not responsible for meeting target response or resolution times in the following scenarios:
- Embassies or consular offices having local office closures or processing backlogs.
- Port terminal strikes, overland border closures, custom system downtimes (e.g., ASYCUDA failures), or extreme weather conditions affecting transit.
- Client delay in supplying accurate documentation or completing scheduled billing milestones.
- Force majeure events as defined under Ugandan law.