Service Level Agreement (SLA)

Last updated: February 9, 2026

1. Overview

This Service Level Agreement (“SLA”) is a binding component of the agreement between Faciotech (“we”, “us”, “our”) and the client (“you”, “your”) for the provision of web hosting, managed IT, and related services. It establishes the service levels we commit to maintaining and the remedies available to you in the event we fail to meet those commitments.

This SLA applies to all active shared hosting, reseller hosting, VPS hosting, dedicated server, and managed IT service accounts. It does not apply to free or trial accounts, services that have been suspended for non-payment or policy violation, or periods of scheduled maintenance.

2. Network Uptime Guarantee

Faciotech guarantees 99.9% network uptime on a calendar-month basis. “Network uptime” is defined as the availability of our core network infrastructure—routers, switches, and upstream connectivity—to pass traffic to and from the Internet. This guarantee excludes downtime caused by:

• Scheduled maintenance (notified at least 48 hours in advance via email or client portal announcement).
• Emergency maintenance required to address critical security vulnerabilities or imminent hardware failure.
• Circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, armed conflict, labour disputes, Internet backbone failures, and distributed denial-of-service attacks originating from outside our network.
• Issues caused by the client’s applications, configurations, or third-party software running on the client’s account.

3. Server Uptime Guarantee

In addition to the network uptime guarantee, Faciotech guarantees 99.9% server uptime for shared hosting, reseller hosting, and managed VPS accounts. “Server uptime” means that the physical or virtual server assigned to your account is powered on, booted, and responding to network requests. The same exclusions listed in Section 2 apply.

4. Uptime Measurement

Uptime is calculated as follows:

Uptime % = ((Total minutes in calendar month − Downtime minutes) / Total minutes in calendar month) × 100

“Downtime” begins when our monitoring systems detect that the network or server is unreachable from at least two geographically distinct monitoring locations and ends when connectivity is restored. Downtime is measured in whole minutes; partial minutes are rounded down.

5. Service Credits

If we fail to meet the uptime guarantee in any calendar month, you are eligible for a service credit applied to your account. Service credits are calculated as a percentage of the monthly fee for the affected service:

5.1 Claiming a Service Credit

To claim a service credit, you must submit a support ticket within 15 calendar days of the end of the month in which the downtime occurred. Your request must include the dates and approximate times of the downtime event(s). We will verify the claim against our monitoring records and, if confirmed, apply the credit to your next billing cycle. Service credits are non-transferable, non-refundable, and may not exceed 50% of the affected service’s monthly fee in any single month.

6. Support Response Times

We provide technical support through our client portal ticket system, live chat, and email. Our target response times vary by priority level:

Response times are measured during our standard support hours. Support hours and any holiday schedules are published in the client portal. “Initial response” means the first substantive reply from a qualified support agent, not an automated acknowledgement.

7. Scheduled Maintenance

Routine maintenance is typically performed during low-traffic hours (00:00–06:00 GMT) and is announced at least 48 hours in advance via the client portal and/or email. We aim to keep scheduled maintenance windows to a maximum of 4 hours per event and no more than 8 hours total per calendar month. Downtime during announced maintenance windows does not count against the uptime guarantee.

8. Data Backup

We perform daily automated backups of all shared and reseller hosting accounts and retain them for a minimum of 7 days. VPS and dedicated server backup schedules depend on the service tier and are detailed in the applicable product description. While we take reasonable measures to maintain the integrity of backups, they are provided as a courtesy and are not guaranteed. Clients are responsible for maintaining their own independent backups. Please refer to our Backups and Data Loss Policy for full details.

9. Escalation Procedure

If you believe that a support issue is not being resolved in a timely manner, you may escalate it through the following channels:

1. Request escalation within the ticket: Reply to your existing ticket and request escalation to a senior technician or team lead.
2. Contact the support manager: Email support@faciotech.com with the ticket reference number and a summary of the issue.
3. Contact management: If the issue remains unresolved after 48 hours of escalation, email legal@faciotech.com for executive review.

10. SLA Exclusions

This SLA does not apply to:

• Free or promotional accounts, beta features, or services in early access.
• Services suspended or terminated due to non-payment or violation of our Terms of Service or Acceptable Use Policy.
• Performance issues attributable to the client’s own software, scripts, or configuration.
• DNS propagation delays, domain registrar outages, or third-party SSL certificate authority issues.
• Force majeure events as defined in our Terms of Service.

11. Amendments

Faciotech may update this SLA from time to time. Changes will be posted on this page with a revised “Last updated” date. If we make changes that materially reduce the service levels described herein, we will notify affected clients at least 30 days in advance. Continued use of our services after changes take effect constitutes acceptance of the revised SLA.

12. Contact

If you have questions about this Service Level Agreement, please contact us:

• Email: legal@faciotech.com
• Support: support@faciotech.com
• Phone: +233 553 132 279