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Network & OperationsLast updated: October 2026

Service Level Agreement (SLA) & Operational Support Framework

Our engineering commitments for platform availability, planned maintenance windows, incident severity classification, and technical support escalation.

Key Compliance Highlights
  • Defines clear incident severity tiers (P1 Critical through P4 Minor) and direct engineering escalation paths.
  • Establishes a transparent Shared Responsibility Model separating cloud control-plane availability from local ISP power, fiber, and router hardware.
  • Avoids arbitrary fabricated percentages in favor of verifiable operational architecture and contractual enterprise SLA addenda.

Section 1Scope of the Service Level Agreement

This Service Level Agreement ('SLA') describes the operational availability architecture, support response framework, and maintenance practices for the QC NetCore cloud platform. Specific numerical uptime credits or bespoke financial remedies may be defined in a mutually executed Enterprise Order Form based on an ISP Operator's deployment tier.

Section 2Shared Operational Responsibility Model

Reliable ISP operations require coordination across both cloud software and physical field hardware. Availability responsibilities are allocated as follows:

  • QC NetCore Responsibility (Cloud Control Plane): Availability of the web dashboard, tenant PostgreSQL database, Captive Portal web rendering, API webhook ingestion endpoints, and automated provisioning logic.
  • ISP Operator Responsibility (Field & Edge Infrastructure): Local electrical power/UPS at router sites, physical MikroTik RouterOS devices, last-mile fiber/wireless links, local LAN/VLAN configurations, and upstream internet transit.
  • Third-Party Dependencies: Mobile money API gateways (e.g., Safaricom Daraja) and national internet exchange/undersea cable routing.

Section 3Incident Severity Classification & Escalation

QC NetCore categorizes technical support and operational incidents into four severity tiers:

  • Severity 1 (Critical — Platform-Wide Outage): Complete unavailability of the QC NetCore operator dashboard, captive portal authentication endpoints, or payment webhook processing affecting multiple production tenants. Prioritized for immediate engineering mobilization.
  • Severity 2 (High — Major Feature Degradation): Core billing reconciliation, RADIUS synchronization, or MikroTik provisioning commands are failing for an active production tenant without a workaround.
  • Severity 3 (Medium — Partial or Non-Critical Issue): An individual report, analytics widget, or non-critical configuration screen is impaired while core subscriber connectivity and payments continue operating.
  • Severity 4 (Low — General Inquiry / Configuration Guidance): How-to questions, custom captive portal styling guidance, or feature requests.

Section 4Scheduled Maintenance & SLA Exclusions

QC NetCore performs database migrations, security patching, and zero-downtime edge deployments wherever possible. When maintenance requires a brief service window, we aim to schedule it during low-traffic night hours and notify affected ISP Operators in advance.

Service availability calculations exclude disruptions caused by: (a) failures of the ISP Operator's own MikroTik hardware, power supply, or upstream ISP link; (b) scheduled maintenance windows; (c) third-party mobile money gateway downtime; (d) misconfigurations made by tenant administrators; or (e) force majeure events beyond reasonable engineering control.

Section 5Technical Support & Incident Escalation Channels

ISP Operators can reach QC NetCore Technical Support and NOC escalation directly via:

  • Direct WhatsApp Escalation: 0712052104 (+254 712 052 104)
  • Support & Engineering Email: quantumcode7777@gmail.com

Questions About This Policy or Compliance Verification?

Reach our legal, privacy, billing, and security engineering desk directly via email or WhatsApp.

WhatsApp 0712052104quantumcode7777@gmail.com