Service Level Agreement

This Service Level Agreement describes Eza Cloud's monthly uptime commitment and the automatic service credits that apply when Eza misses that commitment.

This SLA forms part of the Eza Cloud Terms of Service.

Capitalised terms have the meanings given in the Terms of Service unless this SLA defines them differently.

Eza Cloud provides a 99.5% monthly uptime commitment for eligible customer apps.

The commitment applies to an eligible app with two or more running replicas.

The commitment is measured for each calendar month.

An app is eligible for this SLA when:

• It is on an active paid hosting plan.
• It has two or more running replicas.
• It uses supported, generally available Eza Cloud hosting features.
• It remains within its plan limits and follows the Terms of Service and Acceptable Use Policy.

An app with one replica is not covered by this SLA. Beta features are not covered by uptime credits. PayEdge, storage packs and other add-ons are not covered by uptime credits.

Downtime means a period when an eligible app cannot serve normal HTTPS requests because of an Eza Cloud infrastructure failure.

Downtime starts when Eza monitoring confirms the app is unavailable. Downtime ends when Eza monitoring confirms normal HTTPS responses have returned.

Eza may use application health checks, routing checks, monitoring records and status-page events to measure downtime. Eza measures downtime in minutes.

The following does not count as downtime:

• Planned maintenance announced at least 48 hours in advance.
• Maintenance that occurs within the published Tuesday 02:00 to 04:00 EAT window.
• Customer code errors.
• Customer configuration errors.
• Customer deployment failures.
• Failed health checks caused by Customer code or configuration.
• Customer database queries, third-party APIs or third-party services.
• DNS configuration outside Eza Cloud.
• Domain registrar issues.
• Customer internet connection issues.
• Denial-of-service attacks or abuse directed at the Customer app.
• Events outside Eza's reasonable control.
• Suspension under the Terms of Service or Acceptable Use Policy.
• Use above plan limits or without required add-ons.
• Beta features.
• PayEdge.
• Object storage.
• Managed databases.
• Transactional email.
• A single-replica app.

NEEDS LEGAL AND TECHNICAL REVIEW: Confirm whether object storage and managed databases should be excluded from this SLA, or whether their availability should have separate commitments.

• Eza may perform planned maintenance on Tuesday from 02:00 to 04:00 EAT.
• Eza will give at least 48 hours' notice before planned maintenance begins.
• Planned maintenance may total no more than 4 hours in a calendar month.
• Eza will publish planned-maintenance notices on the public status page.

Eza calculates monthly uptime percentage using this formula:

When monthly uptime for an eligible app falls below the commitment, Eza automatically applies a service credit to the Organisation account balance.

• The maximum credit for a calendar month is 50% of the monthly hosting plan fee.
• The credit applies to the hosting plan fee only.
• The credit does not apply to VAT, PayEdge fees, database storage packs, other add-ons, third-party charges, unpaid invoices or future plan upgrades.
• The credit is applied automatically to the Organisation account balance and may be used for a future Eza invoice.

NEEDS FINANCE AND LEGAL REVIEW: Confirm whether credits calculate from VAT-inclusive plan totals or the service amount before VAT. This draft uses published VAT-inclusive prices.

• Starter — KES 5,000/month: uptime below 99.5% but at or above 99.0% → 10% credit = KES 500.
• Pro — KES 15,000/month: uptime below 99.0% but at or above 95.0% → 25% credit = KES 3,750.
• Hobby — KES 1,500/month: uptime below 95.0% → maximum 50% credit = KES 750.

NEEDS FINANCE AND LEGAL REVIEW: Confirm whether credits calculate from VAT-inclusive plan totals or the service amount before VAT. This draft uses published VAT-inclusive prices.

• Eza calculates credits after the end of the affected calendar month.
• Eza applies the credit automatically to the Organisation account balance.
• The account balance appears in the dashboard and on the next eligible invoice.
• A service credit is not cash, does not earn interest and cannot be transferred to another Organisation.
• Unused account balance may be refunded through M-Pesa when an account closes, on request, subject to the Terms of Service.

NEEDS LEGAL AND FINANCE REVIEW: Confirm the account-balance refund process, identity checks, minimum refund amount and processing period.

Eza publishes current service information at the public status page. The status page is hosted outside Eza Cloud infrastructure.

The status page helps customers understand service events. It does not change the uptime calculation or create additional remedies.

• Component status.
• Incident history.
• Planned maintenance.
• 90-day uptime history.

To receive the benefit of this SLA, you must:

• Keep an active paid hosting plan.
• Run two or more replicas for the app you want covered.
• Configure a valid health check.
• Keep your app within plan limits.
• Follow the Terms of Service and Acceptable Use Policy.
• Use supported, generally available Eza features.
• Provide Eza with reasonable information if we ask about an uptime event.

The service credits described in this SLA are your sole and exclusive remedy for a failure to meet the uptime commitment, to the extent permitted by Kenyan law.

This SLA does not limit remedies that cannot legally be limited or excluded.

NEEDS KENYAN LEGAL REVIEW: Confirm enforceability of the sole-remedy clause.

Eza may update this SLA. For material changes, Eza gives at least 30 days' notice by email. An updated SLA takes effect on the date stated in the notice.

For hosting support: support@eza.co.ke. For billing questions: billing@eza.co.ke. For legal questions: legal@eza.co.ke.

NEEDS FACT: Add the public status page URL before publication.