This Service Level Agreement describes the support commitments, uptime guarantees, response time targets, and service standards that Softcode Limited provides to all Datana ERP subscribers. Please read it carefully before subscribing.
Click any section to jump to it when reading online. Print this page as the second sheet of your PDF.
This SLA is reviewed quarterly. Subscribers are notified of material changes by email at least 14 days before they take effect. The most current version is always available at datanaerp.com/docs/sla.
In this Agreement the following terms have the meanings set out below.
Your Datana ERP subscription gives you access to the following services, all covered under this SLA.
Softcode commits to maintaining the Datana ERP platform at the following monthly uptime levels, measured per calendar month and excluding Scheduled Maintenance windows and Force Majeure events.
| Plan | Monthly Uptime Target | Max Allowed Downtime / Month | Measurement |
|---|---|---|---|
| Starter | 99.0% | ~7.3 hours | Automated ping monitoring |
| Business | 99.5% | ~3.6 hours | Automated ping monitoring |
| Enterprise | 99.9% | ~43 minutes | Automated ping + alerting |
Sample uptime history. Green = within SLA. Amber = maintenance window.
Softcode's servers are hosted on DigitalOcean's managed cloud infrastructure with multiple redundancy layers and are not directly affected by Ghana's ECG power supply interruptions. Local device outages at the Subscriber's premises are outside Softcode's control and do not count against uptime commitments.
All subscribers receive access to Datana ERP support. Response time targets vary by plan and incident severity.
| Support Channel | Starter | Business | Enterprise |
|---|---|---|---|
| WhatsApp support line | Business hours | Business hours | Extended hours* |
| Email support | 48 hr response | 24 hr response | 4 hr response |
| Phone / video call | — | Scheduled | On-demand |
| Dedicated account manager | — | — | ✓ Included |
| Onboarding setup call | 1 session | 3 sessions | Unlimited |
| Training sessions | — | 1 per quarter | Monthly |
| Feature request priority | Standard queue | Elevated | Fast-track |
* Enterprise extended hours: Mon–Sat 07:00–21:00 GMT.
Incidents are classified into four severity levels. Response and resolution targets are measured from the time the incident is logged with Softcode, not from when it began.
| Severity | Description | Response Target | Resolution Target |
|---|---|---|---|
| P1 — Critical | Full platform outage; no users can log in or transact | 30 minutes | 4 hours |
| P2 — High | Core feature unavailable (POS down, accounting posting fails); workaround unavailable | 2 hours | 8 hours |
| P3 — Medium | Feature degraded but workaround exists; PDF slow to generate, report loads with delay | 4 business hours | 2 business days |
| P4 — Low | Cosmetic issue, minor UI glitch, or feature request; no impact on daily operations | 1 business day | Next release |
Message the Datana ERP support WhatsApp line at +233 54 615 0350 with a brief description of the issue, your company name, and the affected module.
Email support@datanaerp.com if WhatsApp is unavailable. Include screenshots or screen recordings where possible.
Softcode will acknowledge receipt, assign a severity level, and send a tracking reference number within the response window.
Updates will be sent every hour for P1 incidents and every 4 hours for P2 incidents until resolution.
A post-incident summary will be sent within 24 hours of resolution for all P1 and P2 incidents.
| Level | Contact | When to Escalate |
|---|---|---|
| 1 — Support Agent | WhatsApp / Email | First point of contact for all issues |
| 2 — Technical Lead | Requested via support agent | If P1/P2 not acknowledged within SLA window |
| 3 — CTO / Management | Requested via Technical Lead | Unresolved P1 after 4 hours; business-critical data loss |
Softcode's on-call team monitors platform health 24/7. P1 incidents are often detected and work begins before you report them. You will be notified proactively when we detect an issue affecting your account.
Scheduled maintenance is carried out during low-usage periods to minimise disruption:
Softcode will not schedule maintenance on Friday evenings, Saturdays, or the last business day of any calendar month to avoid disrupting peak trading and month-end closings.
| Backup Type | Frequency | Retention | Storage Location |
|---|---|---|---|
| Full database backup | Daily at 03:00 GMT | 30 days | DigitalOcean Spaces (encrypted) |
| Transaction log backup | Every 6 hours | 7 days | DigitalOcean Spaces (encrypted) |
| Uploaded files backup | Daily | 14 days | DigitalOcean Spaces (encrypted) |
| Off-site replica | Weekly | 90 days | Separate geographic region |
Softcode does not sell, share, or analyse Subscriber business data for any purpose other than operating the platform. All backups are AES-256 encrypted at rest. Softcode staff access your data only when authorised by you for support purposes.
If you discover a security vulnerability in Datana ERP, please report it responsibly to security@datanaerp.com. Do not disclose it publicly until Softcode has had 14 days to investigate and patch. We gratefully acknowledge responsible disclosure.
If Softcode fails to meet the monthly uptime commitment, the affected Subscriber is entitled to a Service Credit applied to their next billing period. Credits are the sole financial remedy for uptime failures.
Submit a credit request to support@datanaerp.com within 30 days of the end of the affected month.
Include your company name, subscription plan, and the dates and duration of the downtime experienced.
Softcode will verify the claim against monitoring logs and respond within 5 business days.
Approved credits are applied to the following month's invoice. Credits are non-transferable and have no cash value.
Total Service Credits in any calendar month shall not exceed 50% of that month's subscription fee. Credits do not apply to downtime caused by Scheduled Maintenance, Force Majeure events, Subscriber actions, or third-party service outages (Paystack, MoMo network, SMS provider).
To receive the full benefit of this SLA, Subscribers must:
The following circumstances are excluded from uptime calculations and Service Credit eligibility:
All support communications should be directed through the channels below. Please include your company name and subscription plan in every message.
By subscribing to Datana ERP, the Subscriber acknowledges that they have read, understood, and agree to be bound by this Service Level Agreement.
Datana ERP is a product of Softcode Limited, a technology company registered in Ghana. This document constitutes the entire agreement between Softcode Limited and the Subscriber with respect to service levels and supersedes all prior representations, warranties, and understandings relating to the same subject matter. Version 2.0 · Effective 1 January 2025.