Service Level Agreement (SLA)
Our uptime targets and support response times.
Effective: 30 October 2026
1. Uptime targets
| Service | Monthly uptime target | Max downtime / month |
|---|---|---|
| Shared hosting | 99.9% | ~43 minutes |
| VPS / Cloud VPS / Storage VPS | 99.99% | ~4 minutes 22 seconds |
| VDS | 99.99% | ~4 minutes 22 seconds |
| Dedicated servers | 99.99% | ~4 minutes 22 seconds |
| SSL issuance (DV via Let's Encrypt) | Issued within 1 hour of valid DNS pointing | Not applicable |
2. No service credits
The figures above are targets we work to, and we report on them if you ask. We do not offer service credits or other compensation for downtime.
This applies from 30 October 2026, as announced on 30 September 2026. Downtime before that date is credited under the previous version of this agreement: 5% of the monthly fee below target, 15% below 99.0% and 30% below 95.0%, claimed by support ticket within 30 days.
3. Exclusions
The following do not count towards downtime:
- Scheduled maintenance announced at least 48 hours in advance
- DNS misconfiguration originating from the customer
- Customer-caused outages (script errors, exhausted resources, suspension for AUP violation)
- Force majeure (acts of God, war, civil unrest, cable cuts in cross-border fibre routes)
- Third-party network outages outside our data centre's control
4. Support response times
| Severity | Examples | Initial response target |
|---|---|---|
| Critical (P1) | Site / VPS unreachable, payment failure, data loss risk | 30 minutes (24/7) |
| High (P2) | Slow performance, partial degradation, SSL renewal failing | 2 hours (business hours) |
| Normal (P3) | Feature questions, configuration help | 8 business hours |
| Low (P4) | Feature requests, documentation feedback | 2 business days |
Questions about this document? Email legal@simbahost.co.ke or contact our support team.