Service Level Agreement

1. What this covers

Managed hosting, domain management and professional business email, for clients holding an active subscription to those services.

The specific figures that apply to you (availability target, response times and any service credits), are stated in your service agreement. This document describes the framework; your agreement sets the numbers.

2. Availability

We monitor the availability of the sites and services we manage continuously, rather than waiting to be told something is down.

Availability is measured over a calendar month and excludes scheduled maintenance, and periods where the cause lies with you or with a third party outside our control.

We do not publish a headline uptime percentage here, because the meaningful figure depends on the infrastructure a given client sits on. It is stated in your service agreement.

3. Response

Incidents are prioritised by impact: a site that is down is treated differently from a cosmetic fault.

For a total outage, work begins as soon as monitoring alerts us or you report it, whichever comes first.

Target response times by priority are set out in your service agreement. Where a plan includes priority response, you reach senior engineers directly rather than joining a queue.

4. Maintenance

Routine maintenance (updates, security patches, configuration changes), is carried out as part of the service.

Where maintenance requires downtime we schedule it outside normal business hours in East Africa and give you notice beforehand.

Security patches addressing an active threat may be applied immediately without notice. We tell you afterwards.

5. Backups

Backups are taken on a schedule appropriate to how frequently your site changes, and restores are tested rather than assumed to work.

Retention periods are stated in your service agreement.

Restoring from backup at your request, following a change made on your side, is a service we provide and may be chargeable depending on your plan.

6. Domain management commitments

We track the expiry date of every domain we manage and act on renewals ahead of that date.

DNS changes you request are made promptly during business hours, with confirmation back to you.

We monitor domain configuration year round and raise anything that looks wrong.

7. What is excluded

Faults caused by changes you or a third party made to a system we manage, without telling us.

Failures of third-party services outside our control, including registry outages, payment provider downtime and network problems between you and the site.

Content, code or plugins added by you or another supplier that we have not reviewed.

Force majeure events beyond reasonable control.

8. When we fall short

Tell us. Raise it at contact@duara.dev with what happened and when, and we investigate and report back on cause and remedy.

Where your service agreement provides service credits, they are applied against the next billing period on request.

Sustained failure to meet agreed commitments, unresolved after we have had a reasonable opportunity to fix it, entitles you to end the service and receive a pro rata refund under our Refund Policy.

9. Your part

Give us a reachable contact for urgent matters and keep it current.

Tell us before making significant changes to a system we manage, so we are not diagnosing a fault you already know the cause of.

Keep credentials secure and report suspected compromise promptly.