Service Level Agreement Terms

TownsTech Service Level Agreement (SLA)

Effective Date: June 2026

1. Purpose

This Service Level Agreement ("SLA") defines the service standards, availability targets, support commitments, and responsibilities applicable to TownsTech managed services and hosting services.

This SLA should be read together with the TownsTech General Terms of Use, Hosting Terms, and any applicable service-specific agreements.

2. Scope

This SLA applies to the following TownsTech services where specifically included in a client's package or agreement:

• Shared Hosting
• Business Hosting
• VPS Hosting
• Cloud Hosting
• Email Hosting
• Managed Websites
• Managed Applications
• Managed Business Systems
• Technical Support Services

Not all service levels apply to every package.

3. Service Availability Commitment

TownsTech aims to provide reliable and professional services.

Standard Hosting Services

Target Monthly Uptime:

99.5%

Business and Managed Hosting Services

Target Monthly Uptime:

99.9%

Uptime is measured monthly and excludes scheduled maintenance and circumstances beyond TownsTech's reasonable control.

4. Scheduled Maintenance

Scheduled maintenance may be performed to:

• Improve security
• Apply updates
• Upgrade infrastructure
• Improve performance

Where practical, advance notice will be provided.

Scheduled maintenance windows do not count as downtime under this SLA.

5. Service Availability Exclusions

The following are excluded from uptime calculations:

Third-Party Failures

• Domain registry failures
• Internet backbone failures
• DNS provider outages
• Cloud provider outages
• Payment gateway outages

Customer Actions

• Misconfiguration by the customer
• Insecure passwords
• Malware introduced by the customer
• Unauthorized software installations

Force Majeure Events

• Natural disasters
• Power grid failures
• Civil unrest
• Government actions
• War
• Internet disruptions beyond TownsTech's control

Planned Maintenance

• Announced maintenance windows
• Emergency security maintenance

6. Support Channels

Support requests may be submitted through:

• Client Portal
• Email Support
• Helpdesk Ticket System
• WhatsApp Business (where available)
• Telephone Support (where applicable)

The official support email is:

support@townstech.co.zw

7. Incident Priorities

Priority 1 – Critical

Examples:

• Complete server outage
• Website unavailable
• Business system unavailable
• Security breach in progress
• Email services completely down

Target Initial Response:

Within 2 Hours

Priority 2 – High

Examples:

• Major functionality unavailable
• Significant performance degradation
• Multiple users affected

Target Initial Response:

Within 4 Business Hours

Priority 3 – Medium

Examples:

• Individual feature malfunction
• User access problems
• Configuration assistance

Target Initial Response:

Within 1 Business Day

Priority 4 – Low

Examples:

• General enquiries
• Content changes
• Minor cosmetic issues
• Information requests

Target Initial Response:

Within 2 Business Days

Response times refer to acknowledgement and commencement of investigation, not necessarily resolution.

8. Support Hours

Standard Support

Monday to Friday

08:00 – 17:00 CAT

Excluding Zimbabwean public holidays.

Emergency Support

Critical incidents may be addressed outside standard business hours where operationally feasible.

9. Resolution Targets

While resolution times depend on issue complexity, TownsTech aims for:

Resolution targets are goals and not guarantees.

10. Customer Responsibilities

To receive effective support, customers must:

• Provide accurate contact information.
• Submit sufficient information regarding incidents.
• Maintain secure passwords.
• Keep software and plugins updated where self-managed.
• Cooperate during investigations and troubleshooting.

Failure to provide required information may delay resolution.

11. Backup Services

Managed Services

Where backups are included:

• Daily or scheduled backups may be performed.
• Backup retention periods vary by package.
• Backup restoration requests may incur charges unless included in the service plan.

Important Notice

Backups are provided as a convenience and should not be considered the sole disaster recovery solution.

Customers remain responsible for maintaining independent backups of critical data.

12. Security Monitoring

TownsTech may implement:

• Malware scanning
• Intrusion monitoring
• Firewall protection
• Vulnerability management
• Abuse detection

TownsTech reserves the right to isolate compromised systems to protect infrastructure and customers.

13. Service Credits

Where a managed hosting service fails to meet the applicable uptime commitment, customers may request service credits.

Credit Schedule

Credits:

• Apply to future invoices only.
• Have no cash value.
• Must be requested within 30 days of the incident.

14. SLA Exclusions

Service credits shall not apply where downtime results from:

• Customer actions
• Third-party failures
• Force majeure events
• Scheduled maintenance
• Security incidents caused by customer negligence
• Software defects outside TownsTech's control

15. Limitation of Liability

This SLA defines service targets and support commitments.

TownsTech's liability shall remain subject to the limitations outlined in the General Terms of Use and related policies.

Under no circumstances shall TownsTech be liable for:

• Loss of profits
• Loss of business opportunities
• Loss of goodwill
• Indirect damages
• Consequential damages

16. Review and Updates

TownsTech may update this SLA periodically to reflect service improvements, operational changes, or legal requirements.

Updated versions shall be published on the TownsTech website.

17. Contact Information

For SLA-related matters, support requests, or service concerns:

TownsTech Website: https://townstech.co.zw Email: support@townstech.co.zw

This Service Level Agreement forms part of the contractual framework governing TownsTech services and should be read together with all applicable TownsTech policies and agreements.