SUPP-04 // ENTERPRISE SLA PACKAGES

Tiered Enterprise Service Level Agreements: Bronze, Silver, Gold & Mission-Critical Diamond

Eliminate unpredictable IT repair bills and downtime risk with a legally binding, multi-vendor Dulo Tech Enterprise SLA—combining 24/7 NOC monitoring, helpdesk support, preventive maintenance, and 4-hour hardware replacement under one predictable contract.

Four Tailored Enterprise SLA Tiers Up to 99.999% Uptime Guarantee Multi-Vendor Hardware & Cloud Scope Backed by Service Credit Guarantees
Request Custom SLA Proposal Open Client Ticket Portal
Tiered Enterprise Service Level Agreements: Bronze, Silver, Gold & Mission-Critical Diamond ENTERPRISE SLA PACKAGES // 99.999% UPTIME
NODE: DT-KE-904-NBO Bronze, Silver, Gold & Diamond Tiers | ITIL v4
99.999%
Diamond Tier Availability Target
< 10 Min
Diamond P1 Incident Response
4-Hr
Guaranteed Hardware Replacement
100%
Contractual SLA Credit Backing
PREDICTABLE UPTIME GOVERNANCE

One Unified SLA Contract Covering Your Compute, Network, Security, Power & Cloud

Managing ten different maintenance contracts across server vendors, firewall renewals, ISP links, UPS servicing, and software support creates dangerous finger-pointing during a critical outage.

Dulo Tech consolidates your entire infrastructure support under a single, tiered Enterprise Service Level Agreement (SLA)—giving you one phone number, one real-time Client Portal, and one accountable engineering partner.

Four Clear Tiers (Bronze, Silver, Gold & Mission-Critical Diamond)
Consolidated Coverage for Servers, Storage, Networks, Firewalls, UPS & Cloud
Quarterly Executive Business Reviews (QBRs) & Preventative Maintenance Included
Request A Quote Speak With Principal Architect
One Unified SLA Contract Covering Your Compute, Network, Security, Power & Cloud
TIERED ENTERPRISE SLAS // SINGLE ACCOUNTABILITY SLA: 99.999%
FOUR ENTERPRISE SLA TIERS + ADD-ONS

Select the Exact Level of Coverage Your Operations Demand

We structure our SLA packages into four transparent tiers plus two specialized enterprise extensions.

WHAT EVERY DULO TECH SLA INCLUDES

Six Core Entitlements Embedded in Every Annual Contract

Regardless of tier, every SLA client receives structured engineering governance.

INC-01

Comprehensive Onboarding & Baseline Audit

Full physical and logical documentation of your network topology, rack layouts, firmware levels, and single points of failure during Month 1.

MONTH-1 AUDIT
INC-02

Named Service Delivery Manager (SDM)

A dedicated senior manager who oversees your SLA metrics, coordinates maintenance windows, and leads Quarterly Business Reviews.

DEDICATED SDM
INC-03

24/7 Client Portal & Live SLA Clocks

Full login access to `/portal/` to log tickets, view real-time NOC graphs, and audit our response-time compliance.

PORTAL ACCESS
INC-04

Preventive Physical & Logical Servicing

Scheduled dust removal, thermal imaging, UPS battery load testing, OS security patching, and backup restoration drills.

PREVENTIVE PM
INC-05

Vendor & ISP Escalation Ownership

We deal with your fiber ISPs, software vendors, and OEM warranty desks on your behalf so you never sit on hold.

ISP & OEM LIAISON
INC-06

Contractual Service Credit Protection

Clear financial rebate credits automatically applied if Dulo Tech ever falls short of a contracted response or availability metric.

CREDIT BACKED
SLA COMPARISON MATRIX

Side-by-Side Comparison of Dulo Tech Enterprise SLA Packages

Detailed technical comparison across our four corporate Service Level Agreement tiers.

SLA Metric / Feature Bronze (Essential) Silver (Extended) Gold (24/7 Proactive) Diamond (Mission-Critical)
Support & Helpdesk Hours Mon–Fri (8:30–5:00) Mon–Sat (6:00–22:00) 24/7/365 Continuous 24/7/365 Dedicated Pod
NOC Telemetry Monitoring Critical Up/Down Alerts 24/7 Core Monitoring 24/7 Full-Stack + AIOps 24/7 Sub-10s + Synthetic Probes
P1 Critical Response SLA < 60 Minutes < 30 Minutes < 15 Minutes < 10 Minutes (Direct Bridge)
On-Site Field Engineer SLA Next Business Day < 8 Hours < 4 Hours Arrival < 2 Hrs Eng. / 4-Hr Hardware Swap
Hot-Swap Spares Entitlement Best-Effort Stock Priority Depot Access Shared Spares Pool Dedicated Reserved Spares Vault
Preventive Maintenance (PM) Bi-Annual (2x / Yr) Quarterly (4x / Yr) Quarterly + Auto Patching Monthly PM + Semi-Annual DR Drill
Target Uptime Guarantee 99.5% Availability 99.9% Availability 99.99% Availability 99.999% Availability
TECHNICAL KNOWLEDGE BASE

Frequently Asked Engineering & Procurement Questions

Direct answers from Dulo Tech Limited's Principal Systems Architects, CSOC Directors, and Institutional Procurement Officers at Mirage Towers, Nairobi.

Yes! Most of our enterprise clients use a Hybrid Tiered SLA—applying Mission-Critical Diamond or Gold 24/7 coverage to core servers, firewalls, and HQ links, while placing non-critical branch workstations and peripherals on cost-effective Bronze or Silver tiers.
SLA pricing is calculated transparently based on the asset count (number of servers, virtual machines, switches/firewalls, UPS units, and end-user seats) and your chosen tier. We offer quarterly or annual corporate billing in KES or USD.
During our 30-day Onboarding Sprint, our engineers audit your entire infrastructure, label unlabeled cables, deploy NOC monitoring sensors, document a full CMDB asset register, and fix any immediate stability hazards.
Under our Gold and Diamond comprehensive hardware SLAs, replacement server components (drives, RAM, PSUs, fans) are covered directly by our local hot-swap spares pool at zero extra charge.
Yes. Our engineers manage both your physical server room hardware and your cloud/virtualization workloads under a single unified contract.
Every ticket logged in our Client Portal (`/portal/`) displays a live countdown timer stamped to the second, and you receive an automated monthly SLA audit report.
Submit your approximate asset counts via the form below or request a free 1-day on-site SLA Scoping Audit.
Need direct architectural clarification? Call +254 799 000 595
DIRECT DISPATCH DESK

Request Technical Briefing or Tender BOQ Quote

Routed directly to our Senior Engineering Board at 12th Floor, Mirage Towers, Westlands, Nairobi.

24/7 Support

DULO TECH LIMITED

Excellence in Enterprise ICT, Cybersecurity, Supply & Tier-IV Data Center Engineering across Africa.

Currently Available: Tech Advisory, ICT & Software Supply, 24/7 CSOC & VAPT, Deep-Tech R&D, Managed Support & Data Center Builds.

12th Floor, Mirage Towers, Waiyaki Way, Westlands, Nairobi
+254 799 000 595
info@dulotech.co.ke
Mon–Fri: 8:30am–5:00pm EAT
NOC & SOC: Active 24/7/365
Call: +254 799 000 595 Chat on WhatsApp Request a Quote / Inquire Company Profile (PDF)
Available | Call Now / WhatsApp