Legal
Service Level Agreement
This agreement explains what hosting clients can expect from our DirectAdmin and Plesk services.
1. Scope
This Service Level Agreement applies to shared hosting and email services provided on DirectAdmin and Plesk. It explains the uptime target, support hours, response targets, and exclusions. It forms part of our Terms and Conditions.
2. Uptime target
We aim for 99.9% network uptime per calendar month, measured on our hosting network. This target excludes scheduled maintenance, force majeure, client-caused issues, third-party network failures, and unsupported software. Uptime is a target, not a guarantee of uninterrupted service.
3. Support hours
Standard support is available Monday to Friday, 08:00 to 17:00 South African time, excluding public holidays. You can reach us by email, WhatsApp, or the client area. We provide best-effort support outside these hours for urgent outages.
4. Response targets
We aim to respond to:
- Critical outages: within 4 business hours;
- High-impact issues: within 8 business hours;
- Normal requests: within 1 business day.
These are response targets, not resolution guarantees. Some issues depend on third parties and may take longer.
5. Maintenance
We may perform scheduled maintenance to keep the service secure and reliable. We will give notice where practicable. Emergency maintenance may be performed without notice if needed to protect the service.
6. Backups
We take backups of hosting accounts according to the plan and provider configuration. Backups are for disaster recovery and are not a substitute for your own backups. You are responsible for keeping independent copies of your website, email, databases, and files.
7. Exclusions
This SLA does not cover issues caused by:
- your code, plugins, themes, scripts, or customisations;
- changes you or a third party make to DNS, email, or hosting settings;
- your internet connection, email client, or device;
- third-party services such as payment gateways, registrars, or external APIs;
- abuse, unlawful content, or resource overuse;
- force majeure, including power, network, or data centre failures outside our control.
8. Service credits
If we miss the uptime target, contact us with the dates and times of the outage. We will review the incident and may offer a service credit at our discretion. We do not provide automatic cash refunds. Any credit is applied to your account and is not transferable.
9. Client responsibilities
You must keep your contact details up to date, pay invoices on time, keep your own backups, keep software updated, and use the service lawfully. You must tell us promptly about any problem so we can investigate.
10. Reporting a problem
Report problems through the client area or email support@mvisionweb.co.za. Include your domain, the service affected, the time the problem started, and any error messages. For urgent outages, use WhatsApp and follow up with a ticket.
11. Changes
We may update this SLA from time to time. The latest version will be published on this page with a new date.