Service Level Agreement (SLA)

1. Service Availability

Kalahari Technologies guarantees 99.9% uptime for all web hosting services. This excludes scheduled maintenance windows announced at least 48 hours in advance.

Uptime Calculation

Uptime = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

2. Response Times

3. Scheduled Maintenance

We perform scheduled maintenance as needed to ensure optimal performance and security. We will:

• Provide at least 48 hours advance notice
• Schedule maintenance during low-traffic periods (typically 2AM-4AM CAT)
• Minimize downtime to under 2 hours
• Notify you immediately upon completion

4. Backup & Recovery

Backup Schedule

• Daily backups: Retained for 7 days
• Weekly backups: Retained for 30 days
• Monthly backups: Retained for 90 days (Business & Enterprise plans)

Recovery Time Objective (RTO)

In the event of data loss, we commit to restoring your website from the most recent backup within:

• Starter Plan: 12 hours
• Business Plan: 6 hours
• Enterprise Plan: 2 hours

5. Security

We provide:

• Free SSL certificates for all domains
• DDoS protection (Business & Enterprise plans)
• Regular security updates and patches
• Malware scanning and removal
• Firewall protection

6. Service Credits

If we fail to meet our 99.9% uptime guarantee, you are eligible for service credits:

Note: Service credits must be claimed within 30 days of the incident and do not apply during scheduled maintenance or issues caused by factors outside our control.

7. Exclusions

This SLA does not cover downtime caused by:

• Client actions (e.g., misconfiguration, malicious code)
• Third-party services or applications
• Internet connectivity issues beyond our network
• Force majeure events (natural disasters, power outages, etc.)
• Attacks or security breaches originating from client's website

8. Monitoring & Reporting

We continuously monitor our infrastructure 24/7. You can check real-time status and historical uptime data on our status page. Monthly uptime reports are available upon request.