Service Level Agreement (SLA)
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Service Level Agreement (SLA)

Service Level Agreement (SLA)

Hostrina Kenya is committed to providing reliable web hosting and related services. This Service Level Agreement outlines our service performance commitments, uptime guarantees, and remedies in case of service disruptions.

Uptime Guarantee

We guarantee a network uptime of 99.9% per calendar month, excluding scheduled maintenance, force majeure events, or issues caused by third-party software, plugins, or customer actions.

Scheduled Maintenance

Maintenance that may affect service availability will be communicated at least 24 hours in advance. We strive to schedule maintenance during off-peak hours.

Support & Response Times

  • Critical issues (service down) – response within 1 hour.
  • High priority (partial service disruption) – response within 4 hours.
  • Medium/Low priority – response within 24 hours.

Service Credits

If we fail to meet the uptime guarantee in a given month, customers may request a service credit proportional to the downtime. Credits are applied only against future invoices and are capped at 100% of the monthly service fee for the affected service.

Exclusions

The SLA does not cover downtime or disruptions caused by:

  • Customer configuration errors, scripts, or third-party software
  • Force majeure events (natural disasters, power outages, network failures)
  • Suspension due to violation of Hostrina Kenya’s Acceptable Use Policy

How to Request SLA Credits

To request service credits, customers must submit a written request to support@hostrina.com within 30 days of the incident, including details of the downtime and affected services.