Service Level Agreement (SLA) – 99.9% Uptime Guarantee | Primezone

1. Service Level Commitment

Primezone commits to providing 99.9% monthly uptime for all hosting services (“Service Level Commitment”). This Service Level Agreement (“SLA”) defines the remedies available to customers when Primezone fails to meet this commitment.

1.1 Uptime Calculation — Uptime is calculated as: ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100. Downtime is defined as the inability of external monitoring systems to reach a customer’s website via HTTP/HTTPS on port 80 or 443.

1.2 Scheduled Maintenance — Scheduled maintenance is excluded from uptime calculations when announced at least 7 days in advance via email and the status page.

1.3 Emergency Maintenance — Emergency maintenance required to address critical security or stability issues is also excluded from uptime calculations but will be communicated as soon as reasonably possible.

1.4 Customer-Caused Downtime — Downtime caused by customer actions, including but not limited to: exceeding resource limits, misconfiguration, suspended accounts, and customer-side network issues, is excluded.

2. SLA Credit Schedule

When uptime falls below the 99.9% commitment, customers receive automatic credits as follows:

2.1 Credit Application — Credits are automatically calculated and applied to the next billing cycle. No customer action is required.

2.2 Credit Limits — Total credits in any single month are capped at 100% of that month’s hosting fee. Credits have no cash value and are not transferable.

2.3 Sole Remedy — SLA credits are the sole and exclusive remedy for SLA violations.

3. Incident Response & Support

3.1 Incident Classification

• Critical (P1): Service completely unavailable. Affects all customers. Response: 15 minutes.
• High (P2): Major feature unavailable. Affects many customers. Response: 30 minutes.
• Medium (P3): Minor issue. Affects some customers. Response: 2 hours.
• Low (P4): Cosmetic / informational. Response: 1 business day.

3.2 Support Channels — 24/7 support available via:

• WhatsApp: +255 713 398 485
• Email: info@primezonewebhost.com
• Phone: +255 713 398 485
• Support ticket system in your client portal

3.3 First Response Time — First response to all support inquiries within 30 minutes during business hours, within 2 hours off-hours.

4. Maintenance & Change Management

4.1 Scheduled Maintenance Windows — Primezone reserves the following windows for routine maintenance:

• Tuesdays 02:00 – 04:00 EAT (preferred)
• Thursdays 02:00 – 04:00 EAT (backup)
• Sundays 02:00 – 06:00 EAT (extended maintenance if needed)

4.2 Advance Notice — All scheduled maintenance is announced at least 7 days in advance via email and posted to the status page.

4.3 Emergency Maintenance — In the event of a critical security vulnerability or service instability, Primezone may perform emergency maintenance without 7-day notice. Emergency maintenance is also excluded from uptime calculations.

4.4 Customer-Initiated Changes — Customers may request maintenance windows for their own deployments via the support ticket system.