Service Level Agreement (SLA) for Odoo ERP Support Services

This Service Level Agreement ("SLA") is made and entered between Magnolia Technology Solutions ("Magnolia"), a Kenyan company, and ("Client"), a company with whom Magnolia has an agreed SLA with.

WHEREAS Magnolia provides Odoo ERP implementation services and subsequent support services, and WHEREAS Client desires to engage Magnolia for these services.

NOW, THEREFORE, in consideration of the mutual covenants contained herein, the parties agree as follows:

1. Services

Magnolia agrees to provide the following ERP support services to Client (the "Services"):

·        Post-Implementation Support: This includes troubleshooting, bug fixes, minor configuration adjustments, and general assistance with the Odoo ERP system.

·        System Monitoring and Maintenance: Regular monitoring of system performance, applying updates, and preventive maintenance.

·        User Support and Training: Ongoing user support and additional training sessions as required.

·        Data Backup and Recovery: Ensuring regular data backups and providing data recovery services when necessary.

2. Client Responsibilities

Client agrees to:

  • Provide Magnolia with all necessary information and access required to complete the Services.
  • Appoint a dedicated point of contact for support-related communications.
  • Report issues promptly and provide detailed information to facilitate troubleshooting.
  • Ensure an adequate hardware and network infrastructure to support the Odoo ERP system.

 

3. Service Levels

3.1 Support Hours

  • Support will be provided during Magnolia's business hours: Monday to Friday, 9 AM to 6 PM EAT.
  • Emergency support is available outside of these hours and will be billed at Magnolia’s standard emergency support rates.

3.2 Response Times

·        Critical Issues (System Down): Response within 2 hours.

·        High Priority (Significant Impact): Response within 4 hours.

·        Medium Priority (Minor Impact): Response within 8 business hours.

·        Low Priority (General Inquiries): Response within 24 business hours.

 

3.3 Resolution Times

·        Critical Issues: Resolution within 8 hours.

·        High Priority: Resolution within 1 business day.

·        Medium Priority: Resolution within 3 business days.

·        Low Priority: Resolution within 5 business days.

4. Exclusions

This SLA does not cover delays or service disruptions caused by:

·        Force Majeure events (e.g., natural disasters, power outages, internet disruptions).

·        Client’s failure to meet its responsibilities.

·        Third-party software or hardware issues beyond Magnolia’s control.

5. Term and Termination

This SLA shall commence on the Effective Date and shall continue for the duration of the support period, unless terminated earlier by either party upon 30 days written notice to the other party.

 

6. Confidentiality

Both parties agree to keep confidential all information disclosed by the other party in connection with the Services.

7. Governing Law

This SLA shall be governed by and construed in accordance with the laws of Kenya.

9. Entire Agreement

This SLA constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.