Service Level Agreement
Our commitment to reliability. If we don't meet these standards, you get credited automatically.
Effective: 1 May 2026 β’ Applies to all African regions
Uptime Guarantees
| Service | Uptime SLA | Credit if Breached |
|---|---|---|
| Shared Hosting | 99.9% | 10% per 0.1% below |
| VPS Hosting | 99.95% | 15% per 0.05% below |
| Dedicated Servers | 99.99% | 20% per 0.01% below |
| Cloud Infrastructure | 99.99% | 20% per 0.01% below |
| Professional Email | 99.9% | 10% per 0.1% below |
| DNS Services | 100% | 25% for any downtime |
| DDoS Protection | 99.99% | 20% per 0.01% below |
| Website Builder | 99.9% | 10% per 0.1% below |
Service Credits
If we fail to meet our uptime SLA, credits are applied automatically to your account β no ticket required. Maximum credit per month: 100% of that service monthly fee.
Exclusions
The following are not covered by this SLA:
- β’Scheduled maintenance (announced 48 hours in advance)
- β’Force majeure events (natural disasters, government actions, widespread power outages)
- β’Issues caused by customer actions or third-party services
- β’DDoS attacks exceeding 100 Gbps (best-effort mitigation applies)
- β’Domain registrar outages (upstream provider issue)
Need a custom SLA for your enterprise? Contact enterprise@africa-hosting-hub.com