Service Level Agreement (SLA)

Last updated: October 9, 2026

This Service Level Agreement ("SLA") sets forth the service availability, hosting performance standards, domain management parameters, and support commitments provided by Xii Group (Pty) Ltd to our Customers.

Interpretation and Definitions

The words with initial capitalization have specific meanings defined below. These definitions apply whether the terms appear in singular or plural.

Definitions

For the purposes of this Service Level Agreement:

  • Customer (referred to as "You" or "Your") refers to the individual or entity that has entered into a service agreement with Xii Group (Pty) Ltd.

  • Service Provider (referred to as "Xii Group," "We," "Us," or "Our") refers to Xii Group (Pty) Ltd, registration number 2017/223213/07.

  • Service(s) refers to cPanel/NVMe website hosting, DNS domain management, cloud infrastructure, UC messaging gateways (WhatsApp, SMS, and MoyaApp), and IT solutions provided by Xii Group (Pty) Ltd.

  • Uptime Commitment refers to the percentage of time during a calendar month that website hosting servers and core platforms are operational and accessible over the internet.

  • Unscheduled Downtime refers to an unexpected loss of Service availability excluding Scheduled Maintenance, upstream transit drops, third-party messaging platform outages (Meta, MoyaApp, Mobile Networks), and Force Majeure events.

  • Scheduled Maintenance refers to planned system upgrades, kernel patches, hardware maintenance, and emergency fixes announced in advance.

  • Service Credit refers to a financial credit applied to Your billing account in accordance with the terms of this SLA.

This document establishes the operational parameters and performance guarantees for the Service(s) provided by Xii Group and applies to active business Customers.

Service Availability Commitment

We target a monthly Uptime Commitment of 99.9% for all website hosting servers, DNS nameservers, cloud infrastructure, and UC messaging API gateways (SMS, WhatsApp, and MoyaApp connectors).

  • Service Monitoring: Xii Group continuously monitors server availability, HTTP responses, database performance, and messaging gateway connectivity 24/7/365 via our automated monitoring status page at status.xiigroup.net.za.

  • Maintenance Windows: Scheduled Maintenance on website hosting hardware, API connectors, and core network infrastructure is conducted during off-peak hours (typically between 01:00 AM and 05:00 AM SAST). Customers will receive at least 48 hours' advance notice via email for planned downtime.

Website Hosting & Domain Management Expectations

To maintain high availability across our hosting and domain services, the following guidelines apply:

  • Domain Renewal Management: Xii Group manages domain renewals for active accounts that have settled renewal invoices prior to the domain expiration date. We are not responsible for domain redemption fees or domain loss resulting from unpaid domain invoices.

  • Automated Backups: While Xii Group runs scheduled system-level backups for disaster recovery on hosting servers, Customers are strongly encouraged to maintain independent backups of website files and databases via cPanel or custom tools.

  • DNS Resolution Guarantee: Our distributed primary and secondary DNS nameservers maintain redundant paths to ensure consistent domain name resolution globally.

Technical Support & Incident Response

We categorize technical issues into three severity levels to ensure rapid resolution for hosting outages, domain issues, and messaging API failures:

  • Severity 1 (Critical Outage): Complete website hosting server failure, primary database down, or core UC Messaging API completely inaccessible across all channels. Initial Response Time: Within 1 Hour (24/7 Support).

  • Severity 2 (Major Degradation): Significant hosting performance drops, mail server delays, or channel-specific messaging API degradation (e.g., SMS, WhatsApp, or MoyaApp dispatch delays). Initial Response Time: Within 4 Business Hours.

  • Severity 3 (Minor Query / Admin Task): Routine domain delegation requests, email account setups, cPanel configuration queries, or general billing updates. Initial Response Time: Within 1 Business Day.

Standard technical support operates Monday through Friday, 08:00 to 17:00 SAST, excluding South African public holidays. Critical server monitoring (Severity 1) runs continuously.

Service Credits

If Xii Group fails to meet the monthly 99.9% Uptime Commitment for your website hosting server or UC Gateway infrastructure due to verified Unscheduled Downtime, You are eligible to request a Service Credit calculated as follows:

  • 99.0% to 99.89% Uptime: 10% credit of monthly recurring service fees.

  • 95.0% to 98.99% Uptime: 25% credit of monthly recurring service fees.

  • Below 95.0% Uptime: 50% credit of monthly recurring service fees.

To request a Service Credit, You must submit a support ticket via your client portal account within 15 calendar days following the month in which the outage occurred. Approved credits will be applied toward Your next Billing Cycle invoice.

Exclusions

This SLA and any associated Service Credits do not apply to service interruptions or performance issues caused by:

  • Scheduled Maintenance performed within communicated maintenance windows.

  • External network or platform outages, including core failures within third-party messaging providers (e.g., Meta/WhatsApp server outages, MoyaApp platform disruptions, or mobile network operator SMS delays).

  • Errors in custom website code, third-party WordPress plugins/themes, database corruption caused by user scripts, or misconfigured CMS settings.

  • Customer network, local ISP routing failures, or local device issues.

  • Domain expiration resulting from non-payment of renewal invoices by the Customer.

  • Account suspension resulting from AUP violations or unpaid billing balances.

  • Force Majeure events beyond Our reasonable control, including severe weather, power grid failures, or upstream international internet transit cable breaks.

Modifications to this Agreement

Xii Group reserves the right to amend this SLA with 30 days' advance notice published on our website or issued via email to Your registered address.