Service Level Agreement
Last updated: 5 October 2026
This agreement sets out the availability and support we commit to for web hosting and email hosting, and the credit you receive if we fall short. Managed IT and network clients have their response times in their signed service agreement.
1. Availability
We aim for 99.9% monthly availability of hosting and email services, about 43 minutes of unplanned downtime a month.
A service counts as unavailable when it cannot serve web pages or accept email because of a fault on our servers or network. The following do not count:
- planned maintenance announced at least 48 hours ahead, carried out between 22:00 and 05:00 EAT
- faults in your own website code, or third-party scripts or plugins
- domain, DNS or registry problems outside our network
- attacks or abuse originating from your account
- suspension for non-payment or for breaching our Terms of Service
- events beyond our reasonable control
2. Service credits
| Monthly availability | Credit (% of that month's fee for the affected service) |
|---|---|
| 99.9% or higher | None |
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
To claim a credit, open a ticket at s2.co.tz/ostic within 14 days of the end of the month, giving the dates and times affected. Credits go to your account balance and are not paid out in cash. Credits in a month never exceed 50% of that month's fee. They are the sole remedy for downtime.
3. Support
| Priority | Example | First response | Hours |
|---|---|---|---|
| Critical | Website or email down for everyone | 1 hour | 24/7 |
| High | A main feature not working | 4 business hours | Mon–Fri 08:00–17:00, Sat 09:00–13:00 EAT |
| Normal | A question or a change request | 1 business day | Business hours |
| Low | Information or advice | 2 business days | Business hours |
Support is available through our ticket system at s2.co.tz/ostic, at support@s2.co.tz, and by phone on +255 767 987 304.
4. Backups
Hosting accounts are backed up daily to an off-site location. Daily backups are kept for 21 days, and the first backup of each month for 12 months. On request we restore from these backups free of charge, on a best-effort basis, as set out in section 6 of our Terms of Service.
5. Server status
Logged-in clients can check live server status and planned maintenance on our Server Status page.
