This document sets out the public-facing service commitments KonnektAI makes to its customers. The detailed SLA, including service credits and remedies, is incorporated into each individual customer contract.
| Service | Monthly Uptime Target | Max Outage / Month |
|---|---|---|
| Dedicated Fibre (Bronze - Platinum) | 99.9% | ~43 minutes |
| Dedicated Fibre (Chrome / Emerald) | 99.95% | ~22 minutes |
| Metro VPN / Site-to-Site | 99.9% | ~43 minutes |
| Managed Hotspot (commercial) | 99.5% | ~3.6 hours |
| L.E.O.S Satellite | Best-effort 99% | Subject to satellite availability |
Where a service falls below the contracted monthly uptime target, customers may claim service credits as follows (calculated on monthly recurring service fee, applied to subsequent invoice):
Credits must be requested in writing within 30 days of the affected month. Maximum aggregate credit per month is capped at one month's service fee.
SLA targets do not apply to outages caused by: scheduled maintenance (notified in advance), force majeure events, customer-side equipment failure, third-party network failures upstream of KonnektAI, or actions by the customer or their agents.
Routine maintenance is performed during the maintenance window 02:00–05:00 CAT on Tuesdays and Thursdays. Customers are notified by email at least 48 hours in advance for any maintenance expected to cause service interruption.
Our NOC monitors all customer services 24/7. Faults are typically detected and triaged before customers report them. NOC contact: +263 78 6666 996 or noc@konnektai.co.zw.
Standard contract terms are 12, 24 or 36 months. Auto-renewal applies unless either party gives 30 days' written notice before the renewal date. Early termination fees, if any, are set out in the individual contract.
For the full SLA applicable to your specific service, refer to your executed contract or contact contracts@konnektai.co.zw.