Wonderweb Technologies Service Level Agreement (SLA)
Last Updated: 30/04/2026
This Service Level Agreement (SLA) defines the performance and availability guarantees for our hosting services, as well as your responsibilities. By using our sites (www.wonderweb.host or www.wonderweb.co.zw), you agree to this SLA.
Table of Contents
- 1. Uptime Guarantee
- 2. Scheduled Maintenance
- 3. Support Response Times
- 4. Customer Responsibilities
- 5. Exclusions & Limitations
- 6. Changes to SLA
1. Uptime Guarantee
We guarantee 99.9% network uptime for all shared hosting, reseller hosting, and email hosting services. Uptime is measured over a calendar month and excludes scheduled maintenance and circumstances beyond our control (e.g., DDoS attacks, natural disasters, upstream provider failures).
Uptime is monitored by third‑party tools. If we fail to meet the 99.9% uptime guarantee, you are not automatically entitled to compensation. However, at our discretion, we may issue a service credit. Contact our billing department for review.
2. Scheduled Maintenance
We perform routine maintenance to ensure security and performance. We will provide at least 48 hours’ notice for scheduled maintenance via email or client dashboard. Emergency maintenance (e.g., security patches) may occur without prior notice, but we will notify you as soon as possible.
3. Support Response Times
We offer 24/7 support via WhatsApp, email, and phone. Our target response times are:
- Critical issues (downtime, service inaccessible): Within 1 hour
- General technical questions: Within 4 hours
- Billing or account issues: Within 12 hours
Response times are measured during normal business hours (8 AM – 4:30 PM CAT) for non‑critical issues; critical issues are addressed 24/7.
4. Customer Responsibilities
- Maintain your own backups of all data.
- Keep your contact and billing information up to date.
- Secure your account with a strong password and enable two‑factor authentication where available.
- Comply with our Terms of Service and Acceptable Use Policy.
- Pay invoices on time to avoid suspension.
5. Exclusions & Limitations
This SLA does not cover downtime or performance issues caused by:
- Scheduled maintenance (notified in advance)
- Customer‑initiated actions (e.g., changing code, deleting files)
- Third‑party software, plugins, or themes not provided by us
- Distributed denial‑of‑service (DDoS) attacks above our mitigation capacity
- Force majeure (natural disasters, war, strikes, etc.)
- DNS propagation delays when changing nameservers
- Downtime from your domain registrar or external DNS services
We are not liable for any indirect or consequential damages arising from service interruptions.
6. Changes to SLA
We may update this SLA from time to time. Material changes will be communicated via email or client dashboard at least 30 days in advance.
End of Service Level Agreement