Service Level Agreement

1 Uptime Guarantee

CodeZap Systems guarantees 99.5% uptime for all hosted Zula Platform systems, including LaundryFlow™ and BeautyFlow™. Uptime is calculated on a monthly basis, excluding scheduled maintenance windows.

2 Support Response Times

• Initial response to any support request: within 2 business hours
• Issue resolution target: 24–48 business hours depending on severity
• Critical production outages: prioritised same-day resolution
• Support channels: WhatsApp (+27 65 128 1350) and email (orders@codezap.co.za)

3 Hardware Rental SLA

For clients on a hardware rental (Device-as-a-Service) agreement:

• Faulty devices will be replaced or repaired within 24–48 business hours of a confirmed fault report
• Spare or loan units may be provided to maintain business continuity during repair
• Hardware faults caused by client negligence, accidental damage, or loss are excluded from the SLA replacement obligation

4 Scheduled Maintenance

Planned maintenance windows will be communicated at least 24 hours in advance via WhatsApp or email. Maintenance is typically scheduled outside of peak business hours (Monday–Friday, 08:00–17:00 SAST). Downtime during approved maintenance windows does not count against the uptime SLA.

5 WhatsApp & Meta Platform

Automated messaging services via the WhatsApp Business API are dependent on Meta's platform availability. Disruptions caused by Meta infrastructure are outside CodeZap Systems' direct control. We will communicate any Meta-related outages and implement workarounds where possible.

6 Remote & Onsite Support

• Remote support is included across all plans
• Onsite support is available in the Johannesburg area and may apply to certain plans or be quoted separately
• Configuration changes and flow updates are handled remotely within standard response times

7 SLA Exclusions

This SLA does not apply to outages or degraded performance caused by:

• Client-side internet connectivity issues
• Third-party services not managed by CodeZap Systems (e.g. PayFast, Meta/WhatsApp)
• Force majeure events (load shedding, natural disasters, acts of government)
• Client actions that breach the Terms of Service

8 SLA Breach Remedies

In the event of a verified SLA breach, CodeZap Systems will provide a service credit equivalent to a pro-rata proportion of the affected month's subscription fee. Credits are applied to future invoices and do not constitute cash refunds.

9 Contact for SLA Queries

To report an issue or query this SLA:

📱 WhatsApp: +27 65 128 1350
📧 Email: orders@codezap.co.za
🕐 Business Hours: Monday–Friday 08:00–17:00, Saturday 09:00–13:00