Powersoft System Support Issue SLA & Escalation Policy

1. Purpose

This policy defines the service levels, response times and escalation paths for all support issues handled by Powersoft System. It ensures consistency, accountability and timely resolution across all client engagements.

2. Scope

This SLA applies to:

• ERP and business application functional support

• Application configuration assistance

• User support and troubleshooting

• Standard system features including default SSL via Let’s Encrypt for self-hosted ERPNext environments

This SLA does not cover:

• Hosting or server administration tasks such as custom SSL installation, domain management, server configuration, performance tuning and OS-level work

• Custom development

• Emergency recovery due to client-side hosting misconfigurations

• Third-party system integrations unless contractually agreed

3. Service Hours

Standard Support: Monday to Friday, 9:00 AM to 5:00 PM GMT

After-Hours Support: Only for Priority 1 issues

Public Holidays: Limited support for Priority 1 only

4. Issue Priority Levels and Response Times

Priority 1 – Critical

Definition:

• System down or inaccessible

• Critical operations blocked

• No workaround available

Targets:

• Response Time: within 1 hour

• Resolution or Workaround: within 4 hours

• Updates: every 1 hour

Availability:

• Supported during and after business hours

Priority 1 urgent hotline +233 (0)55 627 1113 / +233 (0)257019202 (business hours and after hours).

Priority 2 – High

Definition:

• Major functionality broken

• Key workflows disrupted

• Workaround exists but is impractical

Targets:

• Response Time: within 2 hours

• Resolution: within 1 business day

• Updates: every 4 hours

Priority 3 – Medium

Definition:

• Non-critical issues affecting a small number of users

• Operations can continue with minimal interruption

• Workaround available

Targets:

• Response Time: within 4 business hours

• Resolution: within 3 business days

• Updates: daily

ERP-level security issues such as user permission failures, role misconfigurations or access control gaps are classified as Priority 2 or Priority 3 depending on severity and business impact.

Priority 4 – Low

Definition:

• Minor issues or cosmetic problems

• Enhancement or feature requests

• No operational impact

Targets:

• Response Time: within 1 business day

• Resolution: within 5 to 10 business days or scheduled into a sprint

• Updates: twice weekly

Priority H – Hosting or Infrastructure (Client-Side)

Definition:

• SSL certificate issues

• OS-level security or patching

• Resource exhaustion and CPU/RAM overload

• Server or VM misconfiguration

• Database corruption caused by hosting environment

• Network or firewall issues blocking ERP access

Targets:

• Response or Acknowledgment: within 1 business day

• Resolution: Client responsibility; Powersoft only advises or provides functional guidance

5. Client Responsibilities

For all self-hosted ERPNext environments, the client bears full responsibility for server-level security, OS patching, firewall configuration, SSL management, intrusion prevention and vulnerability management. Powersoft’s role is limited to functional ERP support unless a separate managed hosting or security contract exists.

Security incidents related to server vulnerabilities, SSL failures, OS configuration errors, network exposure or unauthorised access attempts fall under the client’s hosting responsibilities when the environment is self-hosted.

• Provide accurate and complete information when logging issues

• Give access to relevant systems when required

• Maintain their own hosting infrastructure if self-hosted

• Avoid making configuration or server changes without notifying support

For self-hosted ERPNext environments:

• Let’s Encrypt SSL is the standard supported option

• Custom SSL installation is outside standard support and may require a separate engagement

6. Ticket Logging Channels

• Powersoft Support Portal

• Email: support@powersoftsystem.com

• Phone (Priority 1 emergencies only)

Required ticket information:

• Issue description

• Screenshots or error messages

• Affected module

• Business impact

• Steps to reproduce

• Contact person

7. Escalation Policy

Level 1 – Support Executive

• First point of contact

• Handles triage, troubleshooting and updates

• Ensures correct priority classification

Level 2 – Support Team Lead or Technical Lead

• Triggered when resolution exceeds SLA targets

• Performs deeper investigation

• Coordinates with development or infrastructure teams

• Provides revised ETAs

Level 3 – Operations Manager

• For delays or dissatisfaction

• Allocates additional resources

• Reviews root cause and implements corrective steps

• Communicates directly with client’s management

Level 4 – Managing Director

• For major escalations affecting contracts or high-value clients

• Engages when previous levels are exhausted

8. SLA Exemptions

SLAs may not apply when:

• Issues arise from client-side hosting or third-party infrastructure

• Client makes unapproved system changes

• Required information or access is delayed

• External factors such as power or internet outages occur

9. Review and Updates

This policy is reviewed annually or when major changes occur in service delivery or product scope.