SERVICE LEVEL AGREEMENT (SLA)
Last updated: May 21, 2026
This Service Level Agreement (“SLA”) forms part of the Zettako Terms of Service and applies to eligible hosting services unless otherwise stated.
1. SERVICE AVAILABILITY COMMITMENT
Zettako provides a 99.9% service availability target measured over a rolling ninety (90) day period for eligible hosting infrastructure.
Availability is calculated as:
(Total minutes in the 90-day measurement period – Downtime minutes) ÷ Total minutes × 100
For clarity, availability is continuously monitored, however SLA eligibility and credit entitlement are assessed based on completed rolling 90-day periods only.
“Downtime” means a complete loss of accessibility to the core hosting service caused by failure of Zettako-controlled infrastructure, as determined by Zettako monitoring systems or verified third-party data.
2. SLA CREDITS (EXCLUSIVE REMEDY)
If Zettako fails to meet the 99.9% availability target over a rolling 90-day period, eligible customers may request a service credit.
Service credits:
- are the sole and exclusive remedy for SLA breaches
- apply only to the affected service
- are non-transferable and non-refundable
- are capped at 100% of one monthly service fee
- do not apply to setup fees, add-ons, or third-party services unless stated otherwise
Requests must be submitted within 7 days of the end of the applicable 90-day evaluation period.
3. SERVICE CREDIT TIERS
Where a breach of the SLA occurs, credits are issued based on measured availability over the relevant 90-day period:
- 99.9% or higher: No credit
- 99.0% – 99.89%: 10% credit
- 98.0% – 98.99%: 25% credit
- 95.0% – 97.99%: 50% credit
- Below 95.0%: 100% credit (limited to one month of service fees)
4. SLA EXCLUSIONS
The SLA does not apply to downtime, interruption, or degraded performance caused by any of the following:
4.1 Planned Maintenance
- Scheduled maintenance where reasonable notice is provided where practicable
- Emergency maintenance required for security, stability, or infrastructure protection
4.2 Customer Responsibility
- Misconfiguration of servers, software, networking, or firewall rules
- Resource exhaustion caused by customer workloads or applications
- Customer-initiated shutdowns, deletions, or mismanagement of services
- Security issues arising from compromised credentials or insecure systems
4.3 Abuse and Security Events
- Denial-of-service (DDoS) attacks or traffic floods targeting customer services
- Malware, botnet activity, or compromised systems originating from customer infrastructure
- Enforcement actions taken under the Acceptable Use Policy
4.4 External Dependencies
- Failures of upstream providers, transit networks, or internet service providers
- Data centre-wide outages not caused by Zettako infrastructure
- DNS provider failures (unless explicitly included in the service scope)
- Internet routing instability, BGP events, or global network disruptions outside Zettako control
4.5 Suspension Events
- Services suspended due to non-payment
- Services suspended for breach of Terms or Acceptable Use Policy
- Legal, regulatory, or compliance-related restrictions
5. MEASUREMENT AND MONITORING
- Availability is measured using Zettako monitoring systems and internal logs
- Third-party monitoring may be used for verification where necessary
- Brief interruptions, latency spikes, or packet loss are not considered downtime unless they result in a complete loss of service accessibility
- Partial degradation of performance does not qualify as downtime unless core service functionality is unavailable
6. CLAIM PROCESS
To request an SLA credit, customers must:
- Submit a support request within 7 days of the end of the relevant 90-day period
- Provide service identifiers and relevant details of the affected timeframe
- Allow Zettako to verify all claims using internal monitoring and system logs
All determinations of downtime, eligibility, and credit amounts are made at Zettako’s reasonable discretion.
7. SCOPE OF SERVICE COVERAGE
This SLA applies only to infrastructure under the direct operational control of Zettako.
It does not guarantee:
- uninterrupted global internet connectivity
- consistent performance outside of core availability metrics
- protection against all external network or security events
Unless explicitly agreed in a separate written agreement, no additional service guarantees apply.
8. LIMITATION OF REMEDY
SLA credits are the sole and exclusive remedy for any failure to meet the availability target.
No additional refunds, damages, or compensation are provided under this SLA.
9. CHANGES TO THIS SLA
Zettako may update this SLA from time to time. Material changes will be communicated via the website, client area, or email where appropriate.
Continued use of the Services constitutes acceptance of any updated SLA.
10. FINAL NOTE ON INTERPRETATION
This SLA is intended to define availability of Zettako-controlled infrastructure only. It does not extend to third-party systems, customer environments, or internet-wide conditions beyond reasonable operational control.
