Service Level Agreement

1Our Uptime Commitment

Nyasa Cloud commits to a 99.9% monthly uptime for Shared Hosting, Single Site Hosting, WordPress Hosting, Email Hosting, Reseller Hosting and VPS Hosting services (each, a "Service"). This equates to a maximum of approximately 43 minutes of unplanned downtime per 30-day month.

2How Uptime Is Measured

Uptime is measured at the network and server level — i.e. whether our infrastructure is able to respond to requests for your hosting account. We use automated monitoring across our data centers (USA, Germany, Singapore) to track availability continuously.

Monthly uptime percentage is calculated as:

3Exclusions

The following are excluded from downtime calculations and do not count against the 99.9% commitment:

• Scheduled maintenance announced at least 24 hours in advance via our News & Updates page or by email;
• Issues caused by your own application, plugins, themes, scripts, or misconfiguration;
• Issues caused by exceeding your plan's resource limits (storage, bandwidth, CPU, etc.);
• DNS propagation delays outside our control;
• Force majeure events — including but not limited to national power grid failures, internet backbone outages, natural disasters, or government action;
• Suspension of your account due to non-payment or violation of our Acceptable Use Policy;
• Third-party services not operated by Nyasa Cloud (e.g. your domain's registrar if different from us, external APIs you integrate with).

4Service Credits

If actual uptime in a calendar month falls below 99.9% for a Service due to causes within our control, you are eligible for a service credit applied to your next invoice for that Service, according to the table below:

Service credits are the sole and exclusive remedy for any downtime or failure to meet this SLA. Credits are applied to future invoices and are not paid out as cash refunds. The maximum credit in any month is 50% of that month's fee for the affected Service.

5Requesting a Credit

To request a service credit:

1. Submit a request via support ticket within 30 days of the end of the month in which the downtime occurred;
2. Include the affected domain/service, and the dates and approximate times of the downtime you experienced;
3. Our team will verify the downtime against our monitoring records and confirm any applicable credit within 5 business days.

6Scheduled Maintenance

We perform routine maintenance to keep our infrastructure secure and up to date. Where possible, maintenance is performed during low-traffic windows (typically 01:00–04:00 CAT) and announced at least 24 hours in advance on our News & Updates page. Most maintenance is performed with no downtime at all; where downtime is expected, we will state this clearly in the maintenance notice.

7Support Response Targets

In addition to uptime, we aim to respond to support requests within the following targets, 24/7:

These response targets are best-effort goals and are not covered by the service credit mechanism in Section 4.

8VPS & Reseller Hosting

The 99.9% uptime commitment applies to the underlying virtualisation platform (KVM) and network for VPS Hosting. For unmanaged VPS, uptime of the operating system and applications running on your VPS is your responsibility — our commitment covers the hypervisor, network, and physical infrastructure. Managed VPS plans (Mkango and Njovu tiers) include OS-level monitoring as part of managed support.

Reseller Hosting accounts are covered under the same terms as Shared Hosting, applied at the WHM/server level.

9Changes to This SLA

We may update this SLA from time to time, for example to reflect new services or infrastructure changes. Material reductions in our uptime commitment will be communicated to active customers at least 30 days in advance.

10Contact Us

Questions about this SLA or a service credit request: