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% |
| VPS Bronze & Silver | 99.9% |
| VPS Gold | 99.95% |
| Dedicated servers | 99.95% (network & power) |
| Email hosting | 99.9% |
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.