Legal & Policies
Service Level Agreement
Our service commitments and the process for requesting service credits.
This Service Level Agreement ("SLA") forms part of the Terms of Service of Zektra Networks Ltd and applies to all eligible hosting services unless otherwise agreed in writing.
1. Service Commitment
Zektra is committed to providing reliable, highly-available services across our entire products range.
Customers may be eligible for service credits when qualifying service interruptions occur as defined within this SLA.
2. Service Downtime
Qualifying Downtime
Any unplanned interruption during which the Customer is unable to access the purchased service due to an issue within Zektra's network or infrastructure, as confirmed by Zektra.
Downtime begins when Zektra confirms the interruption through its monitoring systems and ends when service availability is restored.
Zektra's monitoring systems, logs, and incident records shall be the authoritative source for determining downtime.
3. Service Credits
Customers become eligible for service credits when Qualifying Downtime exceeds fifteen (15) consecutive minutes.
Credit Tiers
- 1 Hour – 4 Hours: 5%
- 4 Hours – 12 Hours: 10%
- 12 Hours – 36 Hours: 25%
- More Than 36 Hours: 50%
Credits are calculated based on the monthly recurring fee of the affected service only.
The maximum credit available for any billing period shall not exceed 100% of the monthly recurring charge of the affected service.
4. Credit Requests
Credit requests must be submitted through the billing department within seven (7) days of the incident.
Approved credits will be issued as account credit only.
Service credits:
- Have no cash value;
- Are non-refundable;
- Cannot be transferred;
- Cannot be exchanged for monetary compensation.
5. SLA Exclusions
This SLA does not apply to downtime, service degradation, or unavailability caused by:
5.1 Scheduled Maintenance
Scheduled or emergency maintenance performed to maintain service security, stability, or reliability.
5.2 Force Majeure
Events outside Zektra's reasonable control including:
- Natural disasters;
- Severe weather;
- Government actions;
- War or terrorism;
- Civil unrest;
- Widespread internet disruptions.
5.3 Customer Actions
Including:
- Misconfiguration;
- Software failures;
- Customer-managed operating system issues;
- Resource exhaustion;
- Security incidents caused by the customer.
5.4 DDoS Attacks and Abuse
Distributed Denial of Service attacks, malicious activity, account compromise, abuse investigations, or service suspensions resulting from violations of the Terms of Service.
5.5 Third-Party Services
Failures involving:
- Domain registrars;
- DNS providers;
- External software vendors;
- Third-party integrations;
- Customer-managed applications.
5.6 Network Events Outside Reasonable Control
Major routing incidents, internet-wide disruptions, or failures occurring outside infrastructure directly operated by Zektra.
6. Sole Remedy
Service credits described in this SLA constitute the customer's sole and exclusive remedy for downtime, service interruptions, or service unavailability.
7. Limitation of Liability
Zektra's total liability under this SLA shall not exceed the service credits expressly described herein.
Under no circumstances shall Zektra be liable for indirect, consequential, incidental, special, punitive, or business losses arising from service interruptions.
8. Changes to this SLA
Zektra may update this SLA from time to time. Updated versions will be published on the Company's website and will become effective upon publication unless otherwise stated.