Service Level
Agreement.

This Service Level Agreement ("SLA") defines the performance standards, uptime commitments, and remedies that Sakurahost ("we", "us", "our") guarantees to its customers ("you", "your") for all hosting, VPS, dedicated server, and web application hosting services.

This SLA is incorporated into and forms part of the Sakurahost Terms of Service. In the event of any conflict between this SLA and the Terms of Service, this SLA shall prevail with respect to service level commitments.

This SLA applies to all active, paid hosting accounts in good standing. Free trials, promotional accounts, and accounts with overdue invoices are not covered by this SLA.

Sakurahost guarantees the following monthly uptime percentages, measured from the first to the last day of each calendar month:

Shared Hosting: 99.9% uptime (maximum 43 minutes of unplanned downtime per month).

VPS Hosting: 99.9% uptime (maximum 43 minutes of unplanned downtime per month).

Web Apps Hosting (Node.js/Next.js): 99.9% uptime (maximum 43 minutes of unplanned downtime per month).

Dedicated Servers: 99.95% uptime (maximum 22 minutes of unplanned downtime per month).

"Uptime" means the server is powered on, connected to the internet, and responding to HTTP/HTTPS requests as monitored by our internal monitoring systems. Uptime is calculated as: (Total minutes in month - Unplanned downtime minutes) / Total minutes in month x 100.

Sakurahost guarantees 99.99% network availability for our core infrastructure. This covers the availability of our network switches, routers, and upstream internet connectivity.

Network latency: We target less than 50ms round-trip time (RTT) for connections within East Africa and less than 200ms RTT for connections from Europe and North America to our data center infrastructure.

Packet loss: We guarantee less than 0.1% packet loss across our core network under normal operating conditions.

Scheduled maintenance is planned downtime for system upgrades, security patches, hardware replacements, or infrastructure improvements. Scheduled maintenance is NOT counted against the uptime guarantee.

We will provide at least 24 hours advance notice for standard maintenance, communicated via email to the account holder and posted on our status page (sakurahost.co.tz/status).

Emergency maintenance: In rare cases where immediate action is required to prevent data loss, security breaches, or cascading failures, we may perform emergency maintenance with less than 24 hours notice. We will still notify affected customers as soon as possible.

Maintenance windows: Scheduled maintenance is typically performed between 02:00 and 06:00 East Africa Time (EAT, UTC+3) to minimise impact on customers.

The uptime guarantee does not apply to downtime caused by:

Scheduled maintenance as described in Section 4.

DNS propagation delays following changes made by the customer or domain registry.

Customer actions including misconfiguration, resource abuse, malicious scripts, exceeding allocated resources, or failure to apply recommended security updates.

Force majeure events including natural disasters, earthquakes, floods, epidemics, war, terrorism, civil unrest, government actions or regulations, national power grid failures, or submarine cable cuts.

Third-party service outages including upstream internet providers, DNS registries (TZNIC, ICANN), certificate authorities, payment processors, or CDN providers.

DDoS attacks or other malicious external attacks targeting the customer's services specifically.

Software bugs in customer-deployed applications, CMS platforms (WordPress, Joomla, etc.), or third-party plugins.

Account suspension due to non-payment, Terms of Service violation, or Acceptable Use Policy violation.

If Sakurahost fails to meet the uptime guarantee in any calendar month, affected customers may request a service credit. Credits are calculated based on the actual uptime achieved during the month:

99.0% to 99.9% uptime (up to 7.3 hours downtime): 5% credit of that month's hosting fees.

98.0% to 99.0% uptime (up to 14.6 hours downtime): 10% credit of that month's hosting fees.

95.0% to 98.0% uptime (up to 36.5 hours downtime): 20% credit of that month's hosting fees.

Below 95.0% uptime (more than 36.5 hours downtime): 25% credit of that month's hosting fees.

Maximum credit: The maximum service credit in any single month is 25% of that month's hosting fees. Credits are cumulative but cannot exceed 25% per month. Service credits are applied to your account balance and may be used toward future invoices. Credits are not refundable as cash.

How to claim: Submit a service credit request via support ticket at billing.sakurahost.co.tz/submitticket.php within 14 days of the incident. Include the date and time of the outage, the affected service(s), and any monitoring evidence you have. We will verify the claim against our monitoring data and respond within 5 business days.

Shared Hosting & VPS: In the event of a hardware failure affecting shared hosting or VPS services, Sakurahost will migrate affected accounts to healthy hardware within 4 hours of confirmed failure.

Dedicated Servers: Failed hardware components (drives, RAM, power supplies, network cards) will be replaced within 4 hours during business hours (08:00-20:00 EAT) and within 8 hours outside business hours. Complete server replacement, if required, will be completed within 24 hours.

Data recovery: In the event of storage hardware failure, we will attempt data recovery from our automated backup systems. Shared hosting backups are retained for 7 days; VPS snapshots are taken weekly. Recovery is provided on a best-effort basis and is not guaranteed.

Sakurahost provides technical support through the following channels: support tickets (billing.sakurahost.co.tz/submitticket.php), email (admin@sakurahost.co.tz), WhatsApp (+255 758 309 999), and phone (+255 753 930 000).

We classify support requests by severity and commit to the following initial response times:

Critical (service completely down, data loss risk): Initial response within 30 minutes. Continuous updates every 1 hour until resolved. Target resolution within 4 hours.

High (service degraded, major functionality impaired): Initial response within 2 hours. Updates every 4 hours. Target resolution within 8 hours.

Medium (minor issue, workaround available): Initial response within 8 hours. Target resolution within 24 hours.

Low (general inquiry, feature request, billing question): Initial response within 24 hours. Target resolution within 48 hours.

Response times apply during business hours (Monday-Saturday, 08:00-20:00 EAT). Critical issues are monitored 24/7 via automated alerting.

Shared Hosting: Automated daily backups retained for 7 days. Backups include files, databases, email accounts, and cPanel configuration.

VPS Hosting: Weekly server snapshots. Customers with managed VPS receive daily backups.

Dedicated Servers: Backup frequency and retention are specified in the individual server agreement.

Web Apps Hosting: Application deployments are backed up daily. Database backups (if applicable) are taken every 6 hours.

Important: Automated backups are provided as a courtesy and are not guaranteed. You are strongly encouraged to maintain your own independent backups. Sakurahost is not liable for data loss due to backup system failures. Backup restoration requests can be submitted via support ticket and are typically completed within 2 hours.

Sakurahost continuously monitors all servers and network infrastructure using automated monitoring systems. We track server availability, CPU/RAM/disk usage, network throughput, and service health.

Service status: Current and historical service status is available at sakurahost.co.tz/status. Major incidents are posted with real-time updates, root cause analysis, and estimated resolution times.

Incident reports: For any outage exceeding 30 minutes, we will publish a post-incident report within 48 hours detailing the root cause, timeline, customer impact, and preventive measures taken.

To ensure optimal service delivery under this SLA, customers are expected to:

Keep account contact information current so we can reach you during incidents.

Apply security updates and patches to your applications, CMS platforms, and plugins in a timely manner.

Monitor your own resource usage and upgrade plans before hitting resource limits.

Report service issues promptly through official support channels.

Maintain independent backups of your critical data.

Cooperate with Sakurahost support staff during incident diagnosis and resolution.

Sakurahost reserves the right to modify this SLA at any time. Material changes will be communicated via email at least 30 days before taking effect. Your continued use of our services after the effective date constitutes acceptance of the revised SLA.

Current SLA version: 1.0. Last updated: March 31, 2026.

For SLA-related inquiries, service credit requests, or incident reports, contact us at: Sakurahost | Email: admin@sakurahost.co.tz | Phone: +255 753 930 000 | WhatsApp: +255 758 309 999 | Support Portal: billing.sakurahost.co.tz/submitticket.php