Uptime
SLA.

1. Our Uptime Commitment

Kobahost Web Services is committed to providing reliable, high-availability hosting for all clients. We guarantee the following service availability for all hosting plans:

2. Uptime Definition

Uptime is defined as the percentage of time in a given calendar month during which your hosting service is accessible and responding normally to HTTP requests from outside our network.

Downtime is defined as any period during which your website is not accessible due to server-side failures within our control. Downtime is measured in continuous minutes and begins from the moment we confirm the issue to the moment service is restored.

A single downtime incident is defined as a continuous period of unavailability. Multiple separate incidents in one month are counted independently and their durations are summed to calculate total monthly downtime.

3. How We Measure Uptime

We monitor all hosted websites using automated uptime monitoring that checks availability every 5 minutes from multiple external locations. Our monitoring system logs all downtime incidents with timestamps.

Uptime percentage is calculated as follows:

Our monitoring data is available to clients upon request for any given month.

4. SLA Exclusions

The following are not counted as downtime for the purposes of this SLA:

• Scheduled maintenance windows (announced at least 24 hours in advance)
• Downtime caused by actions or omissions of the client (e.g. deleting files, misconfiguring WordPress)
• Downtime caused by third-party services (domain registrars, Cloudflare, payment gateways)
• Downtime resulting from DDoS attacks or other malicious external activity
• Downtime due to force majeure events (natural disasters, government actions, civil unrest)
• Downtime resulting from client software, themes, or plugins causing server instability
• Periods during which client has an outstanding overdue invoice
• Downtime affecting only specific features while core hosting remains functional

5. Service Credits

If we fail to meet our 99.9% uptime commitment in any calendar month, you are entitled to a service credit as follows:

Service credits are applied as account credit toward future invoices. Credits are not paid as cash refunds. The maximum credit in any calendar month is 50% of your monthly fee for that plan.

6. How to Claim a Credit

To claim a service credit, you must:

1. Submit a credit request within 14 days of the end of the calendar month in which the downtime occurred
2. Email support@kobahost.com with the subject line: "SLA Credit Request — [Your Domain] — [Month Year]"
3. Include the date and approximate times of the downtime you experienced

We will review your request against our monitoring records and respond within 5 business days. If your claim is valid, the credit will be applied to your next invoice automatically.

7. Support Response Times

In addition to uptime commitments, we target the following support response times:

Response time targets apply during business hours (Monday–Saturday, 8am–10pm WAT). Emergency server issues are monitored around the clock.

8. Scheduled Maintenance

We perform scheduled maintenance to keep our servers secure, patched, and optimised. We commit to the following maintenance practices:

• Planned maintenance will be announced via email at least 24 hours in advance
• Maintenance is typically scheduled between 2:00 AM – 4:00 AM WAT to minimise impact
• Most maintenance is performed with zero downtime using live server migration techniques
• Where downtime is unavoidable, we will estimate and communicate the expected duration

Emergency maintenance (to address critical security vulnerabilities) may be performed without advance notice. We will notify clients immediately when emergency maintenance begins and when it concludes.

9. Contact

For SLA-related queries, downtime reports, or credit requests:

• Emergency (website down): WhatsApp +234 806 272 9636
• SLA credit requests: support@kobahost.com
• General support: kobahost.com/contact