Service Level Agreement
Last updated: 1 July 2026 · This SLA forms part of our Terms of Service.
1. Uptime commitment
Measured monthly, per service, excluding scheduled maintenance:
| Service | Monthly uptime target |
|---|---|
| Shared / WordPress / Reseller hosting | 99.9% |
| Email hosting | 99.9% |
How uptime is measured. A service is counted as down from the first failed automated check to the first successful one after recovery. Checks run continuously from outside our network; a single failed check is re-tested before downtime is recorded, so a momentary blip does not count against either party. Monthly uptime is (total minutes in the month − downtime minutes) ÷ total minutes in the month, calculated per service rather than across your account, so one affected site does not dilute the figure for another.
Partial degradation — a site that is slow but reachable — is not counted as downtime under this agreement. It is still a support issue, and the response targets in section 4 apply to it.
2. Service credits
If we miss the target in a calendar month, you may claim a credit against future invoices:
| Actual uptime | Credit (of that month's fee) |
|---|---|
| 99.0% – target | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Claims must be submitted via support ticket within 14 days of the month's end, referencing the affected service. Credits are the sole and exclusive remedy for downtime and never exceed 50% of one month's fee for the affected service.
3. Exclusions
- Scheduled maintenance announced at least 48 hours in advance (usually performed 00:00–04:00 CAT).
- Emergency security maintenance.
- Issues caused by your own applications, scripts, configurations or third-party plugins.
- Suspension for non-payment or acceptable-use violations.
- Force majeure: national power events, upstream fibre cuts, DDoS attacks beyond commercially reasonable mitigation, acts of government.
- DNS propagation delays and issues at your domain registrar (where the domain is not managed by us).
4. Support response targets
| Priority | Example | First response target |
|---|---|---|
| Critical | Service completely down | 30 minutes, 24/7 |
| High | Major function broken (email not sending) | 2 hours, 24/7 |
| Medium | Degraded performance, non-blocking errors | 8 business hours |
| Low | How-to questions, minor requests | 1 business day |
Business hours are Monday–Friday 08:00–17:00 Central Africa Time, excluding Namibian public holidays. Critical and high-priority monitoring runs around the clock.
5. Backups
Daily backups are retained for 7 days (shared/WordPress) and weekly backups for 4 weeks. One free restore per month is included; additional restores may carry a small admin fee. Backups are a courtesy safety net — please keep your own copies of critical data.
6. Monitoring
All servers are monitored continuously for availability, load and disk usage. Our automation logs every check; clients can view current status per service in the client area.
7. Fair use and resource limits
Shared and reseller plans run on shared infrastructure, so one account cannot be allowed to degrade the others. Disk and mailbox quotas are stated per plan and enforced by the control panel. Beyond storage, the following apply:
- CPU, memory and processes are limited per account. Sustained heavy use — a runaway script, an unindexed database query, an aggressive crawler — may be throttled automatically. We contact you rather than suspend, unless the load is actively harming other customers.
- "Unmetered" bandwidth means unmetered, not unlimited. We do not bill per gigabyte of normal website traffic. It does not cover using the account as a file-distribution, backup, streaming or mining service.
- Outbound mail is rate-limited per hour to protect the shared sending reputation every customer depends on. Bulk or marketing mail must go through a dedicated bulk-mail provider, not shared hosting.
- Backups are a safety net, not storage. Storing archives in your hosting account purely to have them backed up is outside fair use.
If your site genuinely outgrows a shared plan, we will tell you and recommend the right upgrade. We would rather move you than throttle you.
8. Your data
Your website files, databases and mailboxes are yours. You can download a full cPanel backup at any time, and we will provide one on request if you would rather we generated it.
Our servers are located in international data centres selected for uptime and network quality; support, billing and account administration are handled from Windhoek. Access to customer data is limited to staff who need it to resolve a request, and every administrative action in our platform is written to an audit log.
On cancellation, data remains recoverable for a short grace period before deletion — ask before you cancel if you need anything retrieved. We do not withhold your data over a billing dispute.
9. What this SLA does not cover
Some things we sell are genuinely outside our control, and it would be dishonest to promise uptime on them:
- Domain registration and renewal depend on the registry for each extension. We commit to submitting requests promptly and to telling you immediately if a registry rejects one.
- SSL issuance times depend on the certificate authority's validation. We publish the validation records automatically where we control your DNS, but the issuing decision is the CA's.
- Third-party services you point at your domain — external mail providers, CDNs, payment gateways, plugins.
- Your own code. A plugin update that breaks your site is a support matter, not a downtime credit.
10. How to claim a service credit
Credits are not automatic — we would rather you tell us what you experienced than have us guess:
- Open a support ticket titled "SLA credit claim" within 14 days of the end of the affected month.
- Name the affected service and domain, and the approximate dates and times you observed the outage.
- We compare that against our monitoring logs and reply with the measured uptime figure for that service.
- Approved credits are applied to your next invoice. If your account is closing, we settle in cash instead of credit.
If our logs disagree with your experience, we will show you what we recorded rather than simply declining.
11. Escalation
If a ticket is not moving, reply on the same ticket asking for it to be escalated — this flags it rather than starting a new queue position. For a critical fault outside business hours, mark the ticket priority as Critical so it reaches the on-call path. If you remain unsatisfied, ask for the matter to be reviewed by management and reference the original ticket number.
12. Changes to this agreement
We may update this SLA as the platform changes. Material changes that reduce your rights are announced by email to account holders at least 30 days before they take effect. The "last updated" date at the top of this page always reflects the current version.