FFS Global Technologies
FFS GLOBAL Technologies
Enterprise Commitments

Service Level Agreement (SLA)

Last Updated: September 2026 • Operational Base: Kaduna State, Nigeria

1. Scope of Coverage

This Service Level Agreement (SLA) applies to corporate infrastructures, managed relational databases, proprietary software suites, and enterprise web hosting nodes under active FFS Global Technologies management contracts.

Target Annual Server Uptime 99.9% Uptime Threshold
Continuous 24/7 Monitoring

2. Incident Severity Classification & Guaranteed Response

Critical Severity (Total Server / Database Down) < 2 Business Hours

Immediate engineering triage, cluster failover activation, and priority hotline routing.

Urgent Severity (Core Feature / API Webhook Fault) < 6 Business Hours

Assigned developer hotfix sprint, diagnostic patch testing, and client progress notifications.

General Inquiry / Scheduled System Maintenance < 24 Business Hours

Standard maintenance request, cosmetic updates, and routine database performance optimizations.

3. Outage Remediation & Compensatory Credits

If an enterprise infrastructure managed directly by FFS falls below the 99.9% uptime threshold during any billing month (excluding scheduled maintenance windows communicated 48 hours in advance), compensatory hosting credits will apply toward your following billing cycle upon request.

4. Technical Incident Reporting Desk

To report an active infrastructure incident, email our 24/7 engineering desk at info@ffsglobaltech.com or telephone our emergency line at +234 903 522 6385.