1. Purpose
This Service Level Agreement (SLA) describes the service standards that apply to Zentro Sites managed hosting, maintenance and Zentro+ Premium Support plans. Your plan or proposal may include additional or different commitments, which take priority.
2. Service availability
We monitor hosted websites around the clock and work to keep them available at all times. Planned maintenance is scheduled for quiet periods, and we notify you in advance where it may affect availability. Downtime caused by third parties, force majeure or your own changes is outside this commitment.
3. Support hours and channels
Support requests can be sent by WhatsApp, email or through your dedicated account manager. Requests are logged, acknowledged and prioritised by urgency.
4. Response targets
Critical (site down or compromised): immediate attention during support hours.
High (major feature broken): same business day.
Normal (changes, questions, minor issues): within two business days.
Exact targets for your plan are confirmed during onboarding.
5. Backups and restores
Hosted websites are backed up daily. Restores are carried out by our team on request, with a typical restore completed within one business day depending on site size.
6. Security
We apply security updates, monitor for threats and clean affected sites where a compromise occurs on a plan that includes maintenance. We cannot guarantee that no attack will ever succeed.
7. Exclusions
This SLA does not cover issues caused by changes made by others without our knowledge, third-party plugins or services outside our control, requests outside the scope of your plan, or events beyond our reasonable control.
8. Reporting issues
To report a problem, message us on WhatsApp at +234 813 744 1074 or use the contact page, and include the website address and a short description.