Service Level Agreement
Karo Edpay Ltd · info@karoschool.net · +254 704 703 291
1. Uptime target
Karo targets 99.5% monthly availability for core services: sign-in, invoice viewing, payment initiation, receipt delivery, and outbound notifications. Availability is measured excluding scheduled maintenance windows and force-majeure events (upstream provider outages, telco failures, government-mandated blocks).
2. Incident response
| Severity | Description | Response | Update cadence |
|---|---|---|---|
| P1 | Total outage; payments or logins broken platform-wide | Within 30 minutes | Hourly |
| P2 | Major degradation; one core surface unavailable | Within 2 hours (business hours) | Every 4 hours |
| P3 | Minor bug or partial degradation | Next business day | On resolution |
Business hours are Monday–Friday, 08:00–18:00 EAT.
3. Service credits
If Karo fails to meet the 99.5% target in a calendar month, the affected school may request a service credit equal to 5% of that month's platform fee for each 1% below target, capped at 30% of the month's fee. Credits apply to the next month's platform fee only; they are not refundable in cash.
4. Exclusions
- Outages or degradations of upstream infrastructure Karo relies on — including payment processors, mobile-money and telco networks, messaging carriers, and email delivery providers.
- Scheduled maintenance announced at least 48 hours in advance.
- School-side misconfiguration (bank details, DNS, staff access).
- Force majeure: connectivity blackouts, ISP failures, regulatory freezes.
5. How to raise an incident
Email info@karoschool.net or call +254 704 703 291. Include the school name, the affected surface, and screenshots. Karo acknowledges within the response window above.
Version 1.0 · Effective July 2026. Karo may revise this SLA on 30 days notice.