Last updated: October 1, 2025

Welcome to iServeCloud!

This Service Level Agreement ("SLA") forms part of the Terms and Conditions between iServeCloud (Pty) Ltd ("iServeCloud") and its Clients.

It defines the service availability, uptime commitments, exclusions, and remedies.

This SLA applies to the following iServeCloud Services:

• Web Hosting
• Shared Web Hosting
• Email Hosting
• Virtual Private Servers (VPS)
• Dedicated Servers
• Cloud Services (apps, databases, etc.)

Note: Game servers are excluded from this SLA and are governed under separate service terms specific to iServeGaming or applicable platforms.

• iServeCloud commits to a 99.9% monthly uptime guarantee for covered Services.
• Uptime is calculated per calendar month as follows:

Uptime % = (Total Minutes – Downtime Minutes) ÷ Total Minutes × 100

• Scheduled maintenance is excluded from uptime calculations.
• Clients will be notified at least 24 hours in advance of scheduled maintenance that may affect availability.

The following are excluded from the uptime guarantee:

• Force majeure events (natural disasters, wars, pandemics, strikes, etc.).
• Upstream network or third-party provider failures.
• National or regional internet disruptions, government restrictions, or country-wide blocks.
• Client misuse, misconfiguration, or security breaches due to weak passwords, malware, or unpatched software.
• Issues arising from hardware or software not provided or controlled by iServeCloud.
• Suspension or termination of Services due to violation of Terms, Abuse Policy, or non-payment.

• If uptime falls below the guaranteed level, Clients are eligible for service credits applied as discounts on their next invoice.
• Credits are calculated as follows:

• 99.0% – 97.0% uptime: 10% credit of monthly fee.
• 97.0% – 95.0% uptime: 25% credit of monthly fee.
• 95.0% – 90% uptime: 50% credit of monthly fee.
• Below 90.0% uptime: 75% credit of monthly fee.

• Credits apply only to the affected Service, not to the Client’s entire account.
• Credits are the sole and exclusive remedy for downtime. No cash refunds are provided.

• Clients must report downtime incidents to [email protected] within 7 days of occurrence.
• Requests must include timestamps, logs, or evidence of unavailability.
• Failure to report within this period waives eligibility for credits.

• Uptime is measured using iServeCloud’s monitoring systems.
• Third-party monitoring tools may be considered but iServeCloud’s measurements prevail in case of dispute.

This SLA may be updated from time to time. Clients will be notified of changes by email with a link to the new version. Continued use of Services constitutes acceptance of the updated SLA.