EXPRESS KITCHEN LIMITED

IT SUPPORT
SERVICES

SERVICE LEVEL
AGREEMENT (SLA)

BY
CONTENTS
AGREEMENT OVERVIEW.................................................................................2
PERIODIC REVIEW........................................................................................ 2
OVERALL OBJECTIVES................................................................................... 2
DESCRIPTION OF SERVICES.............................................................................2
Service Scope________________________________________________________________2

Customer Requirements_______________________________________________________3

Service Provider Requirements__________________________________________________3

SERVICE MANAGEMENT.................................................................................. 3
Service Availability___________________________________________________________3

SUPPORT PLANS AND TARIFFS.........................................................................3

Cost budget_________________________________________________________________4

Provision and costing of additional features________________________________________4

PAYMENTS................................................................................................. 4
TERMINATIONS............................................................................................ 4
WARRANTY................................................................................................ 4
GOVERNING LAW......................................................................................... 4
Customer:__________________________________________________________________5

Service Provider:_____________________________________________________________5

1 | page Express Kitchen Limited Siyat Service Level Agreement

AGREEMENT OVERVIEW
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Siyat Mohamed
Hulbale (“Service Provider”) and Express Kitchen Limited (“Customer”) for the provisioning of ICT support
Services.

This Agreement is entered into on 1st September,2023.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by both parties.

PERIODIC REVIEW
This Agreement shall commence and be effective from 1st September ,2023. and is valid until further notice
(payable monthly). This Agreement should be reviewed at a minimum once per fiscal year. However, in lieu
of a review during any period specified, the current Agreement will remain in effect. Contents of this
document may be amended as required, provided mutual agreement is obtained from and communicated to
all affected parties. Service Provider will incorporate all subsequent revisions and obtain mutual agreements
and approvals as required.

OVERALL OBJECTIVES
The objectives of this Agreement are to:

 Provide clear reference to service ownership, accountability, roles and/or responsibilities

 Present a clear, concise and measurable description of service provision to the customer
 Match perceptions of expected service provision with actual service support and delivery

DESCRIPTION OF SERVICES
The following detailed service parameters are the responsibility of Service Provider in the ongoing support
of this Agreement.

Service Scope
Customer has an office in Nairobi, Kenya. This Agreement is for CeRaMiX provision and support provided to
Customer.

The following Services are covered by this Agreement:

2 | page Express Kitchen Limited Siyat Service Level Agreement
 1. Provide system and user support for Customer’s CeRaMiX subscribed instance, which is hosted at
Service Provider’s cloud infrastructure.

2. Ensure that the system performs optimally at all times. In the unlikely failure of the system to work
as desired, Service Provider will fix any errors or bugs that the system might have, to the required
quality and satisfaction of the Customer.

3. Continually improve the system as requested by Customer, by developing additional features, adding
or removing certain elements from already existing features, creating new reports, changing the look
and feel of parts or all of the system, migrating data from one format or device to another, hosting a
new instance of CeRaMiX system, and other such features that will be considered new features. The
time spent working on these items will require a list of specifications from the Customer, an invoice
to be raised by the Service Provider and mutual agreements from both parties before the work can
commence.

4. Provide training for the Human Resource Management.

Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:

 Reasonable availability of Customer representative(s) and resource(s) when resolving a service related
incident or request
 Payment for all service and support costs at the agreed rates and intervals

Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

 Maintain high availability of CeRaMiX

 Meeting response times associated with service related incidents
 Aim to resolve CeRaMiX/ CeRaMiX related service outages within the shortest possible period
 Appropriate notification to Customer for all scheduled maintenance
 Keep service disruptions due to planned outages for essential upgrades and systems administration to a
minimum (engage with appropriate representatives of the customer to schedule down-time at a time
convenient to the customer)
 Changes to services will be communicated and documented to all parties within reasonable time service
scope.

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SERVICE MANAGEMENT
The following sections provide relevant details on service availability, monitoring of in-scope services and
related components.

Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:

 Telephone support: 8.00 AM to 10.00 PM, Monday to Saturday: Calls received out of office hours will be
forwarded to a mobile phone and best efforts will be made to answer / action the call, however there
will be a backup answer phone service
 Email support: Monitored 8.00 AM to 5.00 PM, Monday to Friday: Emails received outside of office hours
will be collected, and if possible actioned depending on availability of resources. If action cannot be
immediately taken, the task will be prioritized for the next working day.
 If necessary, onsite assistance will be arranged with the client during the workweek.
 Remote assistance will be provided in-line with the above timescales dependent on the priority of the
support request.

Cost budget
The total cost for ICT support services will be kshs 84,211 on a monthly basis. 5% withholding tax will be
withheld as per the tax laws.

PAYMENTS
1. Payments by Customer to Service Provider shall be prompt.
2. Payments are monthly.
3. Payment by bank transfer into Service Provider’s registered bank account or by cheque written in the
Service Provider’s name is preferred for payments.

TERMINATIONS
1. Agreement can be terminated at any time and can be initiated by Service Provider or Customer by
written notice within 30 days of the date when service should cease
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2. All final amounts due at Agreement termination are due and should be paid as a final contractual
obligation.

WARRANTY
1. Service Provider makes no implied or explicit warranties other than software and hardware will be
installed correctly based upon manufacturer and/or industry standards.
2. It is the desire of Service Provider to provide superior service, however computers and networks are
complex systems with sometimes unpredictable interactions between various applications software and
hardware configurations. Service Provider will strive to explain clearly when these unanticipated
interactions cause problems which are not specifically tied to warranted work.

GOVERNING LAW
This agreement and performance hereunder shall be governed by and construed in accordance with the Laws
of the Republic of Kenya. Dispute resolution, arbitration and settlement shall be guided by these Laws.

The Service Provider and Customer acknowledge that they have read this Agreement, have understood
it and agree to be bound by its terms and further agree that it is the complete and exclusive statement
of the agreement between the parties. This Agreement may not be modified or altered except by
mutual written agreement, signed by both parties.

Customer:
I agree to the Terms and Conditions as described herein, including the financial obligations as described for
performing these services.

Express Kitchen Limited

5 | page Express Kitchen Limited Siyat Service Level Agreement

 Name:

Signature:

Date:

Designation:

In witness of:

Name:

Signature:

Date:

6 | page Express Kitchen Limited Siyat Service Level Agreement

Service Provider:

Siyat Mohamed Hulbale

Name:

Signature:

Date:

Designation:

In witness of

Name:

Signature:

Date:

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