Politiques de garantie HEKATE
HS-GP-2026-01 · Version 1.0 · 19 octobre 2026 · Classification : Public
La version française de ces politiques est en cours de validation. En attendant, le texte anglais ci-dessous fait foi.
HEKATE SYSTEMS SARL guarantees the services, software, installations and documents it delivers on the terms below. These policies form part of every Master Services Agreement (MSA), Statement of Work (SOW), quotation (HS-QT) and invoice (HS-INV). Where a signed contract sets a different term, the contract prevails.
1. Service level guarantee
Applies to clients under an MSA with SLA or a managed-services subscription. Times run within support hours (Monday to Friday, 08:00–17:00 WAT, excluding public holidays) unless the client has 24/7 cover.
| Priority | Definition | Response | Restoration |
|---|---|---|---|
| P1 — Critical | Service down, no workaround | 30 minutes | 4 hours |
| P2 — High | Major function degraded | 2 hours | 8 hours |
| P3 — Medium | Limited impact, workaround exists | 8 hours | 3 days |
| P4 — Low | Question or minor issue | 2 days | 10 days |
Service credit: 5% of the monthly service fee for each missed restoration target, up to 20% of that month's fee. Credits are calculated automatically by the HEKATE platform from ticket timestamps and applied to the next invoice as a credit note (HS-CN).
2. Hosting availability guarantee
Hosted services (VPS, Backup-as-a-Service, client portals and platforms hosted by HEKATE) are guaranteed 99.5% monthly availability, excluding announced maintenance windows (notified 72 hours in advance, outside business hours).
| Monthly availability | Service credit |
|---|---|
| 99.0% to below 99.5% | 5% |
| 98.0% to below 99.0% | 10% |
| Below 98.0% | 20% |
3. Workmanship guarantee
- Installation and configuration (networks, servers, cabling, security devices): defects in HEKATE's workmanship are corrected free of charge for 12 months from the signed Delivery Note and Acceptance Certificate (HS-FRM-27).
- Software and platforms built by HEKATE: defects against the agreed specification are fixed free of charge for 90 days from acceptance. Later support is under a maintenance contract.
- Configuration and backup work: any restore failure caused by HEKATE's configuration is corrected at no cost.
4. Hardware guarantee
- Equipment supplied by HEKATE carries the manufacturer's warranty, passed through in full to the client. HEKATE manages the warranty claim on the client's behalf.
- Equipment that is dead on arrival or fails within 30 days of delivery is replaced by HEKATE with an identical or equivalent unit.
- Serial numbers and warranty end dates are recorded against the client's assets in the platform.
5. Security assessment and penetration test guarantee
- Free re-test: one re-test of the findings reported, within 60 days of the report, at no charge.
- Report quality: if a finding is shown to be wrong, HEKATE corrects and re-issues the report (HS-RPT) at no charge.
- Rules of engagement: testing stays within the signed authorisation (document 25); any action outside it is HEKATE's responsibility.
- Certificates (HS-CRT, HS-ASM) are valid for the period printed on them and can be verified at any time by QR code or reference.
6. Incident response guarantee
- An engineer is engaged within the P1 response time from the moment an Incident Report (HS-FRM-14) or platform incident is logged.
- The client receives status updates at least every 2 hours during a P1 incident and a signed incident report within 5 business days of closure.
7. Confidentiality and data guarantee
- Client data is processed only under the Data Processing Addendum (document 34) and the Information Security and Data Protection Policy (document 24).
- Client data hosted by HEKATE stays on HEKATE infrastructure in Cameroon, encrypted at rest and in transit, unless the client agrees otherwise in writing.
- Any personal-data breach affecting the client is notified within 72 hours of discovery.
- On contract end, client data is returned and then securely deleted within 30 days, with a deletion certificate.
8. Training guarantee
A participant who misses a session for a documented reason may attend the next session of the same course free of charge within 6 months.
9. Document authenticity guarantee
Every HEKATE document carries a digital signature and a QR verification code. HEKATE guarantees that a document verified as authentic on app.hekatesystems.com was issued by HEKATE in the form shown, and will confirm authenticity in writing on request.
10. Exclusions
The guarantees do not apply to faults caused by:
- client-side faults, misuse, or changes not approved by HEKATE;
- third-party services, software or networks outside HEKATE's control (including utility power and internet providers);
- force majeure;
- equipment moved, opened or repaired by anyone other than HEKATE or the manufacturer;
- unpaid invoices past due by more than 30 days (guarantees resume on payment).
11. How to claim
- Log the claim in the client portal or mobile app, or by email to support@hekatesystems.com, quoting the document reference (quotation, invoice, delivery note or report).
- HEKATE acknowledges within 1 business day and gives a claim reference.
- HEKATE assesses the claim within 5 business days and confirms the remedy: repair, replacement, re-performance or service credit.
- Unresolved claims escalate to the Manager, Tardzefe Boris Bandin, then to the CEO, Jude Nshome.
12. Limits
Service credits, repair, replacement and re-performance are the client's remedies under these guarantees. HEKATE's total liability is limited to 100% of the fees paid in the 12 months before the claim, except where the law forbids limitation. These policies are governed by the laws of Cameroon and the OHADA Uniform Acts; disputes follow the dispute clause of the client's contract.