Service Level Agreement (SLA)
Last Updated: 3 Sept 2025
This Service Level Agreement (“SLA”) describes the scope, service standards, and commitments provided by Rousora (“we”, “our”, “us”) to clients (“you”, “your”). The SLA is designed to ensure transparency, define responsibilities, and clarify performance expectations for the services we deliver.
This Service Level Agreement (“SLA”) describes the scope, service standards, and commitments provided by Rousora (“we”, “our”, “us”) to clients (“you”, “your”). The SLA is designed to ensure transparency, define responsibilities, and clarify performance expectations for the services we deliver.
1. Service Scope
This SLA applies to the following services provided by Rousora:
- CRM Setup & Configuration (Bitrix24, Zoho, HubSpot, etc.)
- ERP Integration (Odoo, ERPNext, or client-selected ERP platforms)
- Automation Workflows & API Connectivity (business process automation, AI chatbot integration, data syncing)
- Ongoing Support & Managed Services (updates, monitoring, troubleshooting)
Excluded Services:
- Issues caused by third-party providers (e.g., SaaS outages, API changes).
- Custom development outside the agreed scope of work.
- Problems caused by client infrastructure, data errors, or non-compliance with security practices.
2. Performance Metrics
Uptime Guarantee
- For hosted chatbot/automation components managed by Rousora: 99.5% monthly availability.
- Scheduled maintenance is excluded from uptime calculations (see Section 6).
Support Response Times
All support tickets are categorised by severity:
| Priority | Example Issues | Response Time | Resolution Target |
| ----------------- | ---------------------------------------------------------------------- | --------------------------------| --------------------------------------------------------|| Critical (P1) | System down, client unable to operate | Within 2 hours | 4–8 hours (workaround or resolution) |
| High (P2) | Major feature broken, significant business impact | Within 4 hours | 1 business day |
| Medium (P3)| Minor issue, partial functionality | Within 1 business day | 2–3 business days |
| Low (P4) | General query, improvement request | Within 2 business days | Based on priority/schedule |
3. Support Commitments
Support Hours: Monday–Friday, 09:00–17:00 (SAST).
- Email: support@rousora.com
- Website live chat
- Ticketing system (if provided under subscription/retainer)
4. Client Responsibilities
To ensure effective delivery, clients must:
- Provide accurate and complete data for system setup.
- Maintain secure access credentials and share them responsibly with Rousora.
- Ensure infrastructure readiness (e.g., hosting, internet connectivity, compatible software).
- Provide timely feedback, approvals, or testing during project milestones.
Delays or failures caused by missing client responsibilities may affect SLA commitments.
5. Maintenance & Updates
- Scheduled Maintenance: Clients will receive at least 48 hours’ notice for planned downtime.
- Emergency Maintenance: May occur without notice if required to protect security or functionality.
- Updates & Patches: Applied periodically to maintain performance, security, and compatibility.
6. Limitations & Disclaimers
- Rousora is not liable for failures caused by third-party platforms (e.g., Zoho, Odoo, Google Analytics, Tawk.to).
- We are not responsible for downtime caused by client-side issues (e.g., poor data quality, local infrastructure, user errors).
- Force Majeure: We are not liable for failures beyond our control, such as natural disasters, internet backbone failures, or government restrictions.
- Liability is capped as per our Terms & Conditions (total liability limited to fees paid in the last 3 months).
7. Escalation Procedures
If an issue is not resolved within the target timeframe:
- Escalate to a Support Manager via email.
- If unresolved, escalate to Operations Director at martinroux@rousora.com.
- If still unresolved, dispute resolution will follow the process outlined in the Terms & Conditions.
8. Review & Amendments
- This SLA will be reviewed annually or when services materially change.
- Updates will be published on this page with a revised “Last Updated” date.
- Continued use of Rousora’s services indicates acceptance of the updated SLA.
9. Contact Us
For SLA-related questions or urgent issues, please contact us: