Service Level Agreement
By submitting the online order form, or by using Mzansi Web Hosting’s service, Customer hereby agrees to and shall comply with the following Service Level Agreement (SLA).

“Network Uptime” is the total time in a calendar month that the Mzansi Web Hosting network is available through the Internet, provided that Customer has established connectivity. Mzansi Web Hosting takes responsibility for network availability within its network and for network outages from its bandwidth and connectivity provider, however, Mzansi Web Hosting shall not be liable for any upstream problems outside of its network. Mzansi Web Hosting's guarantee is that its network will be available to Customer free of Network Outages, that render 100% packet loss, 99.9% of each calendar month

“Network Outages” or “Unscheduled Downtime” is any unplanned or unscheduled interruption in service availability during which Customer is unable to access the services as described in the section titled “Network Uptime” above.

  • A “Network Outage” is defined as a period in which 100% packet loss to Mzansi Web Hosting’s network is experienced, which is determined to have been caused by a problem in Mzansi Web Hosting’s Network as confirmed by Mzansi Web Hosting. Downtime and outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
  • “Scheduled Downtime” is any Mzansi Web Hosting scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible.

Performance.
Mzansi Web Hosting shall not be liable to reimburse in any form for failure to meet any of the guaranteed service level where such failure arises from any one or more of the following:

  • Scheduled downtime, maintenance, or upgrades, including without limitations the following:
    • Maintenance by local public telecommunications service providers on access circuits between Mzansi Web Hosting and the clients’ Web sites;
    • Software maintenance made globally on Mzansi Web Hosting’s network.
  • Emergency maintenance or upgrades, where such maintenance or upgrades are required by the occurrence of any events outside of Mzansi Web Hosting’s control;
  • Failure of access circuits to the Mzansi Web Hosting Network, unless such failure is caused solely by Mzansi Web Hosting;
  • Erroneous SLA outages reported as a result of outages or errors of any Mzansi Web Hosting measurement system;
  • Problems outside of Mzansi Web Hosting’s network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network, and
  • interruptions or failures of individual service caused by Customer, Customer’s agents or employees, Customer’s clients, or other third parties, to Customer’s service. These interruptions and failures include, but are not limited to, the following:
    • inaccurate configuration,
    • third-party software,
    • Customer’s abuse or over-utilization of resources,
  • Circumstances beyond Mzansi Web Hosting’s reasonable control and force major events including but not limited to the following:
    • catastrophic incidents, vandalism, lightning, power failure, fire, flood, earthquake, acts of nature, emergency, acts of any governmental body, strike or other labor disturbance, industrial disputes, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, virus attacks, worms, Trojans, spyware, adware or other malware, failure of third-party software (including, without limitation, e-commerce software, payment gateways, chat, statistics, or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  • DNS (Domain Name System) issues outside the direct control of Mzansi Web Hosting;
  • Disconnection and / or reconnection of the services due to non-payment of any charges payable to Mzansi Web Hosting or where the services are disconnected by reason of it being used for any illegal, unlawful, or other objectionable purpose described in the TOS, AUP, or No-Spam Policy.

Note: This SLA does not relieve the Customer from the obligation to pay the Customer’s balance in full when it is due.