Service Level Agreement (SLA) & Delivery Standards

1. Overview & Commitment to Reliability

This Service Level Agreement ("SLA") defines the operational, response, and delivery benchmarks provided by WEAVEWELL INDUSTRIES LIMITED (trading as Masanawa, RC-7135081, TIN: 31520597-0001) for custom software platforms, cloud infrastructure, and retainer engagements.

2. Complimentary Post-Launch Code Warranty

Every custom software platform engineered and deployed by Masanawa includes a standard sixty (60) to ninety (90) day comprehensive post-launch warranty, effective from the date of final production sign-off:

• Included Coverage: Remediation of any reproducible software defect, code bug, logic error, or failure to conform to agreed SOW acceptance criteria.
• Cost: One hundred percent (100%) free of charge during the active warranty window.
• Exclusions: New feature requests, scope changes, third-party upstream API outages (e.g. OpenAI or cloud provider status drops), or issues resulting from modifications made by non-Masanawa personnel.

3. Incident Classification & Response Timelines

For clients with active warranty or retainer coverage, support requests are triaged under the following severity tiers:

• Severity 1 (Critical Outage): Complete platform outage or primary transaction flow impairment preventing payment processing.
  Target Initial Response: < 1 Hour (24/7/365). Target Resolution/Workaround: < 4 Hours.
• Severity 2 (High): Major platform feature impaired with no immediate workaround, but core transactional engine remains operable.
  Target Initial Response: < 4 Hours. Target Resolution: < 24 Hours.
• Severity 3 (Medium): Non-critical bug or cosmetic UI impairment with an available workaround.
  Target Initial Response: < 12 Hours. Target Resolution: Scheduled within next sprint cycle.
• Severity 4 (Low / Inquiry): General guidance, minor copy adjustments, or technical advisory questions.
  Target Initial Response: < 24 Hours (Business Days).

4. Production Infrastructure Uptime Benchmark

For client architectures managed directly by Masanawa via enterprise cloud partnerships (e.g. Cloudflare, AWS, Supabase, Vercel), we commit to an annual availability target of 99.98% uptime, excluding scheduled maintenance windows announced at least forty-eight (48) hours in advance.

5. Delivery Standards & Engineering Hygiene

All software delivered by Masanawa adheres to the following rigorous engineering benchmarks:

• Strict Type Safety: 100% TypeScript with strict mode enabled; zero implicit `any` anti-patterns.
• Automated CI/CD: All code passes linting, automated unit tests, and build validation before merge.
• Security Standards: OWASP Top 10 compliance, parameterised database queries to prevent SQL injections, and encrypted secret management.
• Documentation: Comprehensive OpenAPI/Swagger specifications and README setup guides accompanying all deliverables.

6. Support & SLA Escalation Contacts

To log an incident or initiate warranty support:

Technical Operations & Support Desk
WEAVEWELL INDUSTRIES LIMITED (RC-7135081)
Support Email: [email protected]
Emergency Hotline (Enterprise Retainers): +234 (0) 701 010 2053 / +234 (0) 704 334 3428
Registered Office: No 17, Mangal Plaza, Opposite Kofar Kwaya Underpass, Katsina, Katsina State, Nigeria
Operations Office: No 1 Kaita Kambarawa, Kwado Area, Katsina, Katsina State, Nigeria