Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) defines the standard service commitments, response times, and support levels provided by Vertex Dynamics Limited (“Company”, “we”, “our”, or “us”) for its digital platform.

This SLA applies to all services offered, including:

• Mobile recharge and utility services
• E-commerce transactions
• Astrology consultations
• Digital payment services

Our goal is to ensure reliable, efficient, and timely service delivery to all users.

2. Service Availability

We aim to maintain high availability of our platform and services.

• Target uptime: 99% or higher, excluding scheduled maintenance
• Services are accessible via web and mobile platforms
• Temporary disruptions may occur due to:
  • System upgrades
  • Third-party service dependencies
  • Unforeseen technical issues

3. Support Channels

Users can reach our support team through:

• Email support
• Customer support channels available on the platform

Support requests are handled based on priority and issue type.

4. Response & Resolution Timeframes

A. Payment Issues

• Initial Response Time: Within 24 hours
• Resolution Time: 2–5 business days (depending on payment provider)

B. Recharge Failures

• Initial Response Time: Within 12–24 hours
• Resolution Time: 1–3 business days
• Includes refund processing or recharge confirmation

C. E-commerce Order Support

• Order Queries Response Time: Within 24 hours
• Issue Resolution Time: 2–7 business days depending on the nature of the issue
• Covers delivery delays, incorrect products, and return requests

D. Astrology Consultation Support

• Query Response Time: Within 12–24 hours
• Scheduling or Rescheduling Support: Within 24 hours
• Issue Resolution: Typically within 1–2 business days

5. Technical Issue Handling

A. System Errors & Bugs

• Identification and acknowledgment within 24 hours
• Resolution timelines depend on severity:
  • Minor issues: 1–3 days
  • Major issues: 3–7 days

B. Platform Downtime

• Users will be notified in case of:
  • Scheduled maintenance
  • Unexpected outages (where feasible)

C. Maintenance

• Routine maintenance may be conducted periodically
• Efforts will be made to minimize disruption

6. Transaction Processing

• Most transactions are processed in real-time or near real-time
• Delays may occur due to:
  • Payment gateway processing
  • Telecom operator systems
  • Banking network delays

Users will be notified in case of transaction delays or failures.

7. Escalation Process

If an issue is not resolved within the defined timeframe:

• Users may escalate the issue via support channels
• Escalated cases are prioritized for faster resolution
• Continuous updates will be provided until closure

8. User Responsibilities

To ensure efficient service delivery, users are expected to:

• Provide accurate information (e.g., mobile number, payment details)
• Avoid duplicate transactions during pending processing
• Report issues promptly with relevant details
• Follow platform guidelines and policies

9. Service Limitations

This SLA does not cover delays or failures caused by:

• Third-party service providers (telecom, payment gateways, logistics)
• Internet connectivity issues on the user’s end
• Force majeure events (natural disasters, system-wide outages, etc.)
• User errors such as incorrect inputs

10. Continuous Improvement

Vertex Dynamics Limited is committed to:

• Monitoring service performance
• Improving response times and resolution efficiency
• Enhancing system reliability and user experience

11. Modifications to SLA

We reserve the right to update this SLA to reflect operational changes or improvements. Updated versions will be published on the platform.

12. Contact Information

For SLA-related queries or support requests:

Email: info@vertexdynamics.com
Support: support@vertexdynamics.com
Address: Vertex Dynamics Limited, Ghana