Service Level Agreement

This Service Level Agreement ("SLA") describes the service standards that Yana Technology Solutions CC, trading as YanaHosts Africa ("we", "us"), commits to for shared web hosting services provided to clients ("you").

This SLA forms part of our Terms & Conditions and applies to all active paid hosting accounts.

We commit to 99.9% monthly network uptime for our shared hosting infrastructure.

99.9% uptime equates to a maximum of approximately 43.8 minutes of unplanned downtime per month.

Uptime is defined as the ability of our hosting servers to respond to HTTP/HTTPS requests on port 80/443. It is measured from our internal monitoring systems.

The following are excluded from uptime calculations and do not count as downtime for SLA purposes:

• Scheduled maintenance: Planned maintenance windows announced at least 24 hours in advance
• Client-caused issues: Downtime resulting from your misconfiguration, faulty code, or AUP violations
• Force majeure: Events beyond our reasonable control including power outages, natural disasters, internet backbone failures, or acts of government
• Third-party services: Issues with external services such as DNS propagation, CDN providers, or your internet connection
• DDoS attacks: Service disruption caused by distributed denial-of-service attacks targeting your account or our network
• Emergency security patching: Urgent security patches applied without prior notice to protect client data

We perform scheduled maintenance on our infrastructure from time to time. We commit to:

• Providing at least 24 hours’ notice for planned maintenance that may affect your service
• Scheduling maintenance during low-traffic periods (typically 22:00–04:00 WAT) where possible
• Minimising disruption duration to the shortest practical window
• Notifying you via email when maintenance is complete

New accounts: Hosting accounts are provisioned within 24 business hours of confirmed payment. You will receive your cPanel login details via WhatsApp and email.

Business hours: Monday to Friday, 08:00–17:00 WAT (West Africa Time / Namibia Standard Time, UTC+2). Orders confirmed outside business hours are processed the next business day.

If we fail to provision your account within 24 business hours, you may request a one-month extension on your service at no charge.

Response times are measured during business hours (Mon–Fri 08:00–17:00 WAT). Critical issues reported outside business hours will be addressed the next business day unless we become aware of the issue through our own monitoring.

If we fail to meet the 99.9% monthly uptime commitment due to causes within our control, you may request an SLA credit as follows:

Credits are applied to your next invoice or future hosting period. They are not paid as cash refunds. Maximum credit per month is 50% of the monthly hosting fee for the affected plan.

1. Email sales@yanahosts.africa with the subject “SLA Credit Request”
2. Include: your account name, domain, dates and times of the outage, and a brief description
3. Submit your claim within 14 days of the end of the affected month
4. We will investigate and respond within 5 business days

Claims submitted after 14 days from the end of the affected month will not be accepted.

Business, Professional, and Enterprise plans include daily automated backups retained for 7 days. Backups are provided as a supplementary convenience — they do not replace your own backup responsibility.

Starter plan does not include automated backups. We strongly recommend all Starter clients maintain their own regular backups.

We do not guarantee the availability or completeness of any specific backup. Restore requests may take up to 24 business hours to fulfil.

We reserve the right to amend this SLA at any time. Changes will be communicated by email and posted on this page with an updated effective date. Continued use of our services constitutes acceptance of the revised SLA.