Built to run. Every day.
Your business doesn't stop at 5pm and neither do we. Here is exactly what we commit to — in writing — on uptime, support, security, and your data.
What we commit to
99.9% uptime SLA
Hisani runs on enterprise-grade cloud infrastructure with automatic failover. Scheduled maintenance is done outside business hours and communicated in advance.
Same-day support resolution
Critical issues are acknowledged within 1 hour and resolved same business day. Non-critical issues within 24 hours. We track every ticket and follow up until it is closed.
Local team. Direct access.
You get a direct WhatsApp line to your account manager — not a support portal. Our team is in Nairobi and available 8am–8pm EAT, Monday to Saturday.
Data security & access control
All data is encrypted at rest and in transit. Role-based access controls mean each user sees only what they need. Audit logs capture every change to sensitive records.
Automatic backups
Your data is backed up continuously. Point-in-time recovery is available. You can request a full data export at any time — no lock-in.
Compliance-ready
Hisani supports KRA iTax, NHIF, NSSF, and Housing Levy statutory requirements out of the box. Audit trails satisfy internal and external audit requirements.
Support SLA
Response and resolution times.
Priority
First response
Resolution
Critical (system down)
1 hour
Same business day
High (core feature broken)
2 hours
24 hours
Medium (workaround exists)
4 hours
48 hours
Low (cosmetic / minor)
1 business day
1 week
SLA times are measured during business hours (8am–8pm EAT, Mon–Sat). Critical issues outside hours are handled by on-call.
Your data never leaves your control.
Hisani is hosted on enterprise-grade infrastructure with data residency in Africa. You can export a full copy of your data at any time, in standard formats. We do not sell or share your data. If you ever leave, your data leaves with you.
Encryption
AES-256 at rest · TLS 1.3 in transit
Backups
Continuous, 30-day point-in-time recovery
Hosting
Africa data centres, 99.9% uptime SLA
Questions about our SLA or security posture?
Talk to our team directly. We'll walk you through our infrastructure, data handling practices, and support setup.
Get in touch →