- Service Overview:
1.1. Service Provider: Black Knight Africa and Partners
1.2. Service Description: Monthly Unlimited Internet Access
- Service Availability:
2.1. The service will be available 24 hours a day, 7 days a week, with the exception of scheduled maintenance communicated in advance or technical interference.
2.2. The target uptime for the service is 99.9%.
3.1. The service provider agrees to provide a unlimited internet and bandwidth of between 1 to 60 Mbps for both upload and download speeds.
- Customer Support:
4.1. Customer support will be available on WhatsApp and Support Ticket between 8am and 10pm GMT+3 on everyday of the week.
4.2. Response time to customer inquiries or reported issues will be [Z] hours.
5.1. Scheduled maintenance will be communicated to the customers through our social media channels when and if they are due.
5.2. Emergency maintenance may occur without prior notice but will be minimized whenever possible.
6.1. The service provider will implement reasonable security measures to protect the customer’s data and ensure the integrity of the service.
6.2. Any security incidents will be communicated to the customer promptly.
- Data Privacy:
7.1. The service provider agrees to comply with all relevant data protection laws and regulations.
7.2. Customer data will not be shared with third parties without the customer’s explicit consent, except as required by law.
- Billing and Payments:
8.1. Billing details, including any additional fees or charges, will be clearly communicated to the customer.
8.2. Payments are due on a [monthly/quarterly/annual] basis.
8.3. Payments can be made online via our billing system for early renewals or via Mobile Money / Airtel Money
9.1. Either party may terminate the agreement without notice.
9.2. Termination may occur immediately for breaches of the agreement.
9.3. The equipment installed remains property of the Internet Provider and Partners and shall be reclaimed if client doesn’t use the service for 12 months.
10.1. This SLA may be updated by the provider at anytime.
10.2. Any modifications to the service will be communicated to the customer via newsletter.
- Governing Law:
11.1. This SLA shall be governed by and construed in accordance with the laws of Uganda.
By signing up for our services, the client agrees to these terms and other terms of service available on our website.
Last Edited: November 17 2023