Service Level Agreement (SLA)
Important information about using Megabit Cloud services.
Megabit Cloud is a brand of Gewape Cloud (Pty) Ltd, a company registered in South Africa with the business registration number 202287013807.
Our registered office is located in Johannesburg, Gauteng, South Africa.
This Service Level Agreement (SLA) is an addendum to the existing policies of Gewape Cloud (Pty) Ltd, trading as Megabit Cloud, and outlines the specific service levels that we commit to providing to our customers. This SLA is intended to ensure clarity regarding the quality and reliability of the services we offer.
1. Purpose
The purpose of this SLA is to define the service levels, responsibilities, and expectations for both Megabit Cloud and its customers concerning the delivery of services.
2. Scope
This SLA applies to all services provided by Megabit Cloud, including but not limited to:
- Cloud Servers
- Domain Name Registration and Renewal
- SSL Certificates
- Web Hosting
- WordPress Hosting
- Email Hosting
- Microsoft 365
3. Service Availability
3.1. Uptime Commitment
Megabit Cloud commits to providing a minimum uptime of 99.9% for all services, excluding scheduled maintenance and force majeure events.
3.2. Scheduled Maintenance
Customers will be notified at least 48 hours in advance of any scheduled maintenance that may impact service availability.
3.3. Emergency Maintenance
In the event of an emergency requiring immediate maintenance, customers will be notified as soon as possible.
4. Support Response Times
Megabit Cloud offers technical support via email and online chat. The response times are as follows:
- Critical Issues: Response within 1 hour (service is down or severely impacted)
- High Priority Issues: Response within 2 hours (major functionality is impaired)
- Medium Priority Issues: Response within 4 hours (minor issues that do not significantly impact functionality)
- Low Priority Issues: Response within 6 hours (general inquiries or requests for information)
5. Performance Metrics
5.1. Performance Monitoring
Megabit Cloud will monitor the performance of its services and provide customers with access to performance reports upon request.
5.2. Service Level Reporting
A quarterly report will be provided to customers detailing service uptime, response times, and any incidents affecting service levels.
6. Customer Responsibilities
6.1. Notification of Issues
Customers are required to promptly notify Megabit Cloud of any service-related issues to ensure timely resolution.
6.2. Compliance with Policies
Customers must comply with all applicable policies to maintain service levels.
7. Remedies for Service Level Failures
If Megabit Cloud fails to meet the uptime commitment of 99.9%, customers may be eligible for service credits as follows:
- 99.0% – 99.8% uptime: 10% credit of the monthly service fee.
- 95.0% – 98.9% uptime: 25% credit of the monthly service fee.
- Below 95% uptime: 50% credit of the monthly service fee.
7.2. Claim Process
Customers must submit a claim for service credits within 30 days of the service level failure, along with relevant documentation.
8. Limitations
The following circumstances will not be considered a breach of the SLA:
- Scheduled maintenance.
- Force majeure events, including natural disasters, acts of government, or other events beyond the control of Gewape Cloud.
- Customer-induced outages or issues resulting from the customer’s equipment or software.
9. Changes to the SLA
Megabit Cloud reserves the right to modify this SLA at any time. Customers will be notified of significant changes via email or through our website. Continued use of our services after such changes constitutes acceptance of the updated SLA.
10. Governing Law
This SLA shall be governed by and construed by the laws of the Republic of South Africa.
By utilizing the services of Megabit Cloud, you acknowledge that you have read, understood, and agree to the terms outlined in this Service Level Agreement. If you have any questions or require further clarification, please contact our support team.