Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the level of service you can expect from Afrilink Telecoms (Pty) Ltd for our hosting and connectivity services.

This SLA is incorporated into our Terms and Conditions.

2. Uptime Guarantee

2.1 What's Covered

• Web server availability
• Database server availability
• Email server availability
• Control panel (cPanel) availability
• Network connectivity to our data center

2.2 Exclusions

The following are not counted toward downtime:

• Scheduled maintenance (with 24-hour notice)
• Emergency maintenance for critical security issues
• Issues caused by customer actions or content
• Issues with third-party services or software
• DDoS attacks or other malicious activity
• Force majeure events
• DNS propagation delays
• Issues with customer's internet connection

2.3 Uptime Calculation

Monthly uptime is calculated as:

A month with 99.9% uptime allows for approximately 43 minutes of downtime.

3. Service Credits

If we fail to meet our uptime guarantee, you may be eligible for service credits:

3.1 Claiming Credits

• Credits must be requested within 30 days of the incident
• Submit a ticket to support with the date/time of the outage
• Credits are applied to your next invoice
• Credits cannot be exchanged for cash refunds
• Maximum credit per month is 100% of that month's hosting fee

4. Support Response Times

We commit to the following initial response times:

4.1 Business Hours

Monday - Friday: 08:00 - 18:00 SAST
Saturday: 09:00 - 13:00 SAST
Sunday & Public Holidays: Critical support only

4.2 Support Channels

• Support Ticket: Submit via client portal (recommended)
• Email: support@afrilinktelecon.co.za
• Phone: 076 700 4882 (Critical issues)

5. Priority Support Package

Customers with our Priority Support add-on (R120/month) receive enhanced SLA terms:

6. Maintenance Windows

6.1 Scheduled Maintenance

• We perform routine maintenance during low-traffic periods (typically 02:00-06:00 SAST)
• You will receive at least 24 hours notice for scheduled maintenance
• Maintenance windows are announced via email and client portal
• We aim to complete maintenance without service interruption

6.2 Emergency Maintenance

• May occur without notice for critical security patches
• We will communicate as soon as reasonably possible
• Emergency maintenance is excluded from uptime calculations

7. Backup & Recovery

7.1 Backup Schedule

• Daily automated backups for all hosting accounts
• Backups retained for 7-30 days depending on plan
• Backups stored in a separate location from primary servers

7.2 Recovery Time Objective (RTO)

• Standard: 4-8 hours for full account restoration
• Individual file/database: 1-2 hours

8. Fiber Internet SLA

For fiber internet services:

8.1 Availability

• 99.5% network availability guarantee
• Measured at the network handoff point

8.2 Speed

• We guarantee minimum 80% of advertised speed to our network
• Speed tests should be conducted via wired connection
• WiFi and third-party destination speeds are not guaranteed

8.3 Fault Resolution

9. Customer Responsibilities

To maintain SLA eligibility, you must:

• Keep your contact information current
• Respond to our communications regarding your services
• Maintain secure, updated software on your hosting account
• Report issues promptly through proper channels
• Not engage in activities that violate our Acceptable Use Policy
• Maintain your own backups of critical data

10. SLA Modifications

We may modify this SLA with 30 days notice. Changes will be communicated via email and posted on this page. Continued use of services after changes constitutes acceptance of the modified SLA.