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1.What's covered#
These service levels cover the parts of CoreSync your subscribers depend on:
- RADIUS authentication and accounting, which lets subscribers get online;
- payment processing: receiving M-Pesa and bank payment notifications and renewing service;
- subscriber portals, payment links and hotspot login pages;
- your admin portal.
Beta, early-access and credit-based features, including the AI assistant, aren't covered.
2.Uptime commitment#
We commit to keeping the covered services available at least 99.5% of the time in each calendar month.
Downtime is time when a covered service is unavailable to all, or a substantial part, of an ISP's subscribers or users because of a fault on CoreSync's side, as measured by our monitoring. Monthly uptime is the minutes in the month, less downtime minutes, divided by the minutes in the month.
Downtime doesn't include:
- planned maintenance announced as described below;
- faults in the ISP's own network, equipment, power or internet connection, including the link between its routers and CoreSync;
- failures of third parties, such as Safaricom, banks, SMS gateways or carriers;
- problems caused by the ISP's configuration, instructions or breach of the Terms, or by a suspension under the Terms;
- events beyond reasonable control, as described in the Terms.
3.Maintenance#
We schedule planned maintenance between midnight and 5 am East Africa Time, and tell account owners at least 48 hours in advance. Most updates are rolled out without any interruption.
Sometimes we must fix an urgent security or stability problem at short notice. We'll keep any interruption as short as we can and explain afterwards. Emergency maintenance counts as downtime unless it's needed because of a third party's failure.
4.Service credits#
If monthly uptime falls below the commitment, you get a credit against that month's plan fee:
| Monthly uptime | Credit |
|---|---|
| Below 99.5%, down to 99.0% | 5% |
| Below 99.0%, down to 95.0% | 10% |
| Below 95.0% | 25% |
To claim a credit, email hello@coresyncisp.com within 30 days after the end of the month, with the dates and times affected. Credits appear on your next invoice and can't be paid out in cash. They're your sole remedy for downtime, except where the Terms let you end the agreement.
5.Support#
Email hello@coresyncisp.com or use the support chat on this website. Support hours are Monday to Saturday, 8 am to 6 pm East Africa Time, except Kenyan public holidays. Critical issues are handled at any time.
| Priority | Example | First response |
|---|---|---|
| Critical | Subscribers can't connect or pay across your network because of CoreSync | 1 hour, any time |
| High | A major feature isn't working and there's no workaround | 4 support hours |
| Normal | A feature isn't working as expected, but there's a workaround | 1 business day |
| Low | Questions, how-to help and feature requests | 2 business days |
Put "URGENT" at the start of the subject line for critical issues. We'll keep you updated until the issue is resolved.
6.During an incident#
When an incident affects many ISPs, we email account owners when we know about it, while we're fixing it, and when it's resolved. For major incidents, we'll send a written summary of what happened and what we're changing to stop it happening again.
Questions about this document? Write to us and we'll explain anything that isn't clear.
Email hello@coresyncisp.com