Service assurance
SLA, compliance and governance
Engagements in this service line are delivered under the
Platinum service tier by default, against the
compliance obligations below. Both are set in the engagement contract, not by this page.
Default tier
Platinum — 99.95% availability target, P1 response within 15 minutes, coverage 24 × 7 × 365.
Compliance scope
- Data residency
- Kenya DPA 2019
- Change management
Governance
Written architecture decision records, weekly delivery reporting, and a documented handover comprising runbooks, source and credential transfer at engagement close.
Intellectual property
Client-commissioned work product vests in the client on payment. Source escrow available on request.
Publication gate G-05 — outstanding
These values illustrate the structure of the table. Each figure must be confirmed by whoever
will be contractually bound by it, and the availability targets must be achievable on the
underlying cloud provider SLAs before publication. Publishing a 99.95% target on infrastructure
whose own composite SLA is lower creates an obligation that cannot be met.