Hosting
Uptime SLA
Our 99.9% uptime guarantee for WebAcumen-hosted websites, email, and applications — what it covers, what it excludes, and what happens if we fall short.
The Guarantee
WebAcumen hosting runs on enterprise-grade South African data centre infrastructure, operated in partnership with an accredited hosting and network provider. Redundant UPS power with onsite diesel backup, redundant gigabit network links, and continuous automated monitoring underpin every account we host — and the uptime commitment below reflects the guarantee our infrastructure partner backs that platform with, passed straight through to WebAcumen clients.
We guarantee 99.9% service availability, measured over each calendar month, for the network, power, and infrastructure layer of your hosted service. “Service availability” means the hosting platform — network connectivity, power, and cooling — is reachable and operating normally.
Infrastructure & Monitoring
The infrastructure behind your hosting is monitored automatically, every 30 seconds, around the clock. If a fault is detected, our team and our infrastructure partner's technical staff are alerted immediately so an incident can be investigated and resolved before it becomes visible to your visitors.
What's Excluded
- Scheduled maintenance, upgrades, and enhancements that we (or our infrastructure partner) have announced in advance.
- Accounts in payment arrears at the time of the outage, or with three or more arrears incidents in the preceding 12 months.
- Outages caused by attacks, misuse, or malicious activity originating from the client's own account.
- Interruptions caused by the client's own internet service provider, network, or devices — anything outside our hosting network.
- Events outside anyone's reasonable control (force majeure) — power grid failures, natural disasters, and similar.
- Downtime caused by the client's own actions or omissions, including misconfiguration or misuse of the hosted service.
If We Fall Short
Service Credit Schedule
If actual uptime in a given month falls below the 99.9% guarantee, your account is credited a percentage of that month's hosting fee on a sliding scale — no claim required beyond letting us know.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% | Guaranteed — no credit due |
| 99.8% | 2.5% |
| 99.7% | 5.0% |
| 99.6% | 12.5% |
| 99.5% | 15.0% |
| 99.4% | 17.5% |
| 99.3% | 20.0% |
| 99.2% | 22.5% |
| 99.1% | 25.0% |
| Below 99% | 30.0% |
Claiming a Service Credit
Open a support ticket within 7 days of the outage, including the affected service, and a description of what you experienced (timestamps and any error messages help us investigate faster). We'll confirm the outage against our monitoring records and apply any credit due to your next invoice — please allow up to 14 days for the credit to be processed. Service credits aren't transferable between accounts.
This uptime guarantee covers the hosting infrastructure layer. It works alongside — not instead of — our own support response commitments; see our Support SLA for how quickly we respond to and resolve tickets.
Questions About Your Hosting SLA?
Talk to us about which hosting plan and SLA level is right for your site, or open a ticket if you think an outage should qualify for a credit.