Wonderweb Technologies Service Level Agreement (SLA)

Last Updated: 23/04/2025

This Service Level Agreement (SLA) outlines the terms and conditions under which Wonderweb Technologies (“we,” “us,” or “our”) provides web hosting, domain registration, email hosting, and web design services (“Services”) to our clients (“you” or “Customer”). By using our Services, you agree to comply with this SLA, our Acceptable Use Policy (AUP), Privacy Policy, and Terms of Service (ToS).

1. Service Uptime & Availability

A. Uptime Guarantee

We guarantee 99.9% network uptime for all hosting services, excluding scheduled maintenance and circumstances beyond our control (e.g., DDoS attacks, natural disasters).

- Uptime is monitored via third-party tools (e.g., UptimeRobot, Pingdom).

B. Scheduled Maintenance

- Maintenance windows will be announced at least 48 hours in advance via email or dashboard notifications.

- Emergency maintenance may occur without prior notice to address critical security issues.

2. Billing & Payment Terms

A. Billing Cycles

- Plans are billed monthly, quarterly, semi-annually, or annually (as selected at signup).

- Auto-renewal is enabled by default; customers must cancel before renewal to avoid charges.

B. Accepted Payment Methods

- InnBucks

- PayPal

- Ecocash

- Bank Transfers

C. Refund Policy

- Web Hosting & Email Services: No refunds after service activation due to provisioning costs.

- Domain Registrations: Non-refundable (ICANN policy).

- Web Design Services: No refund if canceled after project initiation.

D. Late Payments & Suspensions

- Grace Period: 3 days past due date.

- Suspension: After 3 days, services are suspended until payment is received.

- Termination: Unpaid accounts are permanently deleted after 180 days.

E. Payment Completion Policy

All payments for services must be made in full before activation, renewal, or continuation of services. Partial payments will not be accepted or credited toward the balance unless explicitly agreed upon in writing.

Any amount less than the total due will be regarded as non-payment, and the service will remain suspended or inactive until the full balance is settled. Clients who attempt to pay in installments or incomplete amounts without approval will be considered in breach of payment terms.

3. Customer Responsibilities

A. Account Security

- Customers must use strong passwords and enable two-factor authentication (2FA) where available.

- Wonderweb Technologies is not liable for breaches due to weak credentials.

B. Backup Policy

- Managed Hosting Clients: We perform daily backups (retained for 7 days).

- Self-Managed Clients: Must maintain their own backups.

- No guarantees are provided for backup integrity; customers should store independent copies.

C. Acceptable Use Policy (AUP)

Prohibited activities include:

- Illegal Content: Warez, piracy, hacking tools, malware.

- Adult Material: Pornography or sexually explicit content.

- Spam: Unsolicited bulk emails (zero-tolerance policy).

- Resource Abuse: Excessive CPU/RAM usage (e.g., cryptocurrency mining).

D. Client Conduct

Wonderweb Technologies expects all clients to maintain respectful communication with our staff. Abusive, insulting, harassing, or threatening behavior toward our support team or representatives is strictly prohibited.

We reserve the right to suspend or terminate services with or without prior notice in cases of verbal abuse, hostile conduct, or any actions deemed harmful to our team. Such behavior constitutes a violation of our service policies.

Violations may result in immediate suspension without refund.

4. Limitation of Liability

A. No Warranty

Services are provided “as-is” without warranties of merchantability or fitness for a particular purpose.

B. Liability Cap

- Our maximum liability is limited to the fees paid by the customer in the affected month.

- Excluded Damages: We are not liable for:

- Data loss or corruption.

- Indirect damages (e.g., lost profits, reputational harm).

- Third-party service failures (e.g., domain registries, payment processors).

C. Indemnification

Customers agree to defend and hold harmless Wonderweb Technologies from claims arising from:

- Their use of the Services.

- Violations of the AUP or intellectual property laws.

5. Termination & Amendments

A. Termination by Customer

- Customers may cancel anytime via the billing portal.

- No prorated refunds for partial billing cycles.

B. Termination by Wonderweb Technologies

We reserve the right to suspend or terminate accounts for:

- AUP violations.

- Non-payment (after 180 days).

- Legal compliance (e.g., court orders).
- Client misconduct.

C. Policy Changes

- We may update this SLA with 30 days’ notice (email or dashboard alert).

- Continued use constitutes acceptance of changes.

6. Support & Contact

A. Support Channels

- 24/7 Ticketing: [[email protected]]

- Phone: +263 78 428 9689 (Business hours: 8 AM – 4:30 PM CAT)

- Live Chat: Via client dashboard

B. Response Times

Issue Severity	Response Time
Critical (Downtime)	<1 hour
General Technical	<4 hours
Billing/Account	<12 hours

7. Unlimited Storage – Fair Usage Policy

While WonderWeb Technologies offers “unlimited” storage as part of our hosting packages, this is subject to reasonable and fair usage limitations to ensure optimal performance for all customers.

Storage Usage Guidelines

1. Primary Purpose: Unlimited storage is provided for normal website operation, including:

Website files and databases
Email storage
Legitimate website content and media

2. Prohibited Uses: Storage may not be used for:

File archiving or backup storage
Media libraries not linked to active website content
Cloud storage purposes
Mass file distribution (file sharing, torrents, etc.)
Personal file storage unrelated to your website

Fair Usage Limits

1. Account Review: Accounts using more than 50GB of storage may be subject to review. We may request justification for storage usage patterns.

2. Content Requirements: At least 90% of your stored files must be directly linked to and accessible through your active website.

3. Inactive Files: Files not accessed or modified for more than 12 months may be archived or removed after notification.

Violation Consequences

1. Notice & Correction: If your usage exceeds fair limits, we will notify you and provide 7 days to correct the issue.

2. Remedial Options: You may be required to:

Upgrade to a higher-tier plan
Migrate to a VPS/dedicated server
Reduce your storage footprint

3. Suspension: Accounts that don’t comply with fair usage policies after notification may be temporarily suspended until the issue is resolved.

Our Commitment

We implement these policies not to limit legitimate use, but to:

Ensure server stability for all customers
Maintain high performance standards
Prevent abuse that could degrade service quality

These policies apply equally to all customers and are enforced at our discretion based on actual impact to our infrastructure.

8. Governing Law

This SLA is governed by the laws of the Republic of Zimbabwe. Disputes shall be resolved in the High Courts of Zimbabwe.

By using Wonderweb Technologies’ services, you acknowledge that you have read, understood, and agreed to this SLA.

Wonderweb Technologies