Service Level Agreement

This Service Level Agreement ("SLA") sets out the commitments CoreHosting (Pty) Ltd ("CoreHosting", "we", "us") makes to customers ("you") for the services covered below. It is a supplement to our Terms of Service and applies to active accounts in good standing.

1. Covered Services

This SLA applies to the following services delivered from our Johannesburg and Cape Town data centres:

• Shared Hosting: Web, WordPress, LiteSpeed, and Reseller plans.
• VPS Servers: Linux, Windows, and Managed cPanel VPS instances.
• Domain Registration: Subject to the relevant registry's availability — not covered by the uptime commitments below.

2. Uptime Commitment

CoreHosting targets a monthly uptime of 99.9% for the network and core hosting infrastructure that delivers your service. Uptime is measured as the percentage of minutes in a calendar month during which the service is reachable from our monitoring locations.

Excluded from uptime calculations are: scheduled maintenance announced at least 48 hours in advance, customer-caused outages (application errors, resource over-use, mis-configuration), DNS issues outside our authoritative zones, third-party network failures upstream of our data centres, and force-majeure events.

3. Support Response Times

Our South African support team operates 24/7. Initial response time targets are measured from when a ticket is received via my.millennialprojects.com:

• Critical (service down): 30 minutes.
• High (degraded performance): 2 hours.
• Normal (general queries): 8 business hours.
• Low (billing, sales, feature requests): 1 business day.

Response time is the time to a substantive first reply from a human technician — not automated acknowledgement and not full resolution.

4. Service Credits

If we fail to meet the 99.9% monthly uptime target on a covered service, you may request a service credit:

• Below 99.9% but above 99.0%: 10% of that month's fees for the affected service, credited to your account.
• Below 99.0% but above 95.0%: 25% of that month's fees.
• Below 95.0%: 50% of that month's fees.

Service credits are the sole and exclusive remedy for any failure to meet the targets in this SLA. Credits are issued to the account on file, cannot be refunded as cash, and must be requested within 30 days of the incident.

5. Scheduled Maintenance

Routine maintenance is performed during a scheduled window between 23:00 and 04:00 SAST. Customers are notified at least 48 hours in advance via email and the network status page at my.millennialprojects.com/serverstatus.php. Emergency maintenance for security or stability may occur with shorter notice and is excluded from uptime calculations.

6. Customer Obligations

The commitments above assume the customer is in good standing, has paid all invoices, is not in breach of our Acceptable Use Policy or Terms of Service, and has provided valid contact details so we can notify you of incidents and maintenance.

7. Exclusions

This SLA does not cover: domain registration availability at third-party registries, software bugs in customer applications, slow site performance caused by customer code, abuse-related suspensions, free trials or beta services, and any service explicitly sold without an uptime commitment.

8. Claiming a Credit

To claim a service credit, open a billing ticket at my.millennialprojects.com within 30 days of the incident with the affected service identifier, the dates and times of unavailability, and any logs or monitoring evidence you have. We will verify against our own monitoring and apply approved credits to the next invoice.

9. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance via email to the registered account holder. Continued use of the services after the effective date constitutes acceptance of the updated SLA.