Hosting and SLA Terms

These terms apply to website hosting, cloud hosting and maintenance and support plans provided by Azia. They do not cover third-party services you buy separately.

We monitor all hosted services around the clock. For managed plans our target is 99.9% availability each month, measured at the hosting infrastructure, excluding planned maintenance and events outside our control. Shared hosting targets are stated on the plan.

Support is available by email, chat and WhatsApp during business hours (Monday to Friday, 9am to 6pm West Africa Time). Our standard response targets are:

• Critical, service down or security incident: within 1 hour, any time for managed plans.
• High, major feature affected: within 4 business hours.
• Normal, general fault or question: within 1 business day.
• Low, request or minor change: within 2 business days.

We apply security patches and updates regularly. Planned maintenance happens outside peak hours where possible, and we give notice of anything that may cause downtime. Emergency security fixes may be applied without notice.

Managed plans include automated daily backups kept for a defined period, and we test restores regularly. You remain responsible for keeping your own copy of critical data.

• Keep your account details and passwords secure, and tell us promptly about any suspected misuse.
• Use the service lawfully and within the fair use limits of your plan.
• Make sure the content you publish does not infringe the rights of others.
• Pay fees on time, as set out in your plan.

Service levels do not apply to problems caused by your own changes or code, third-party services, denial-of-service attacks or other events beyond our reasonable control, or while an account is suspended for non-payment or breach.

We may suspend a service that threatens the security or stability of others, or for unpaid fees after notice. Either side can end a plan by written notice as set out in the plan. On request we will return your data and files in a standard format for a reasonable period after the service ends.

For support or questions about these terms, email contact@azia.space.