Service Level Agreement

What we commit to, how it is measured, and what you get if we miss. These numbers are deliberately ones we can hold to at R290 a month — a promise we cannot keep is worth less than a smaller one we can.

The commitments

Uptime	99.0% of each calendar month
Support response	within 1 business day(s)
Content changes	within 3 business days of a clear request
Restore from backup	within 1 business day(s)
Backups	daily, kept 30 days
Security incident	we tell you immediately
Data export on request	within 1 business day(s)

Uptime, and how we measure it

We commit to your site being reachable 99.0% of each calendar month. At 99.0% that allows roughly seven hours of downtime a month, which sounds like a lot and in practice is the difference between a target we can meet and one we would have to explain away.

Measurement: an automated check requests your home page from outside our network every five minutes. Downtime starts at the first failed check and ends at the first successful one. Monthly availability is successful checks as a percentage of total checks. We will show you the figures for your site on request.

What does not count as downtime:

• Planned maintenance in the window below.
• A failure at your domain registrar or in DNS you control — if your domain expires, your site is unreachable and we cannot fix it from here.
• An upstream failure at a national or international network level.
• Something in content you gave us that breaks the page.
• Suspension for non-payment, or for a breach of the acceptable-use terms.
• Force majeure — including sustained grid failure beyond our provider's generator capacity.

Planned maintenance

Sundays 02:00–06:00 South African time, with 48 hours' notice for anything expected to cause downtime. Most updates need no downtime at all. Where we expect any, we tell you first; emergency security patching may have to happen sooner, and we will tell you as soon as we can rather than asking permission to close a hole.

Support

Business hours are 08:00–17:00 South African time, Monday to Friday, excluding public holidays. Reach us by email at info@oztec.co.za or by phone on 0842711103.

Response is not resolution, and it is worth being clear about the difference. We commit to responding — a real person, telling you what is happening — within 1 business day(s). How long a fix takes depends on what is broken:

Severity	What it means	Response	Target fix
Critical	Site down, or enquiries not arriving	Same business day	Within 8 business hours
High	Something visibly wrong — broken page, wrong phone number	1 business day(s)	2 business days
Normal	Content change, new service, updated hours	1 business day(s)	3 business days
Low	A question, or something cosmetic	2 business days	When we next touch the site

A wrong phone number is treated as Critical regardless of where it sits in that table. A trade site with the wrong number is worse than no site.

Content changes covered by the monthly fee: text edits, hours, prices, services, contact details, adding or removing a section, swapping a photograph. A redesign, an extra page type, or a new feature is quoted separately.

Backups and restoring

• Your site and its enquiry data are backed up daily.
• Backups are kept for 30 days.
• Recovery point: at worst you lose the last 24 hours of changes. Recovery time: we will have you back up within 1 business day(s) of you asking, and usually within hours.
• Every save of your site content also writes a revision, so an edit can be undone without touching a backup at all.

Security incidents

If we have reasonable grounds to believe anyone has accessed or acquired your customers' information without authorisation, we tell you immediately — that is the standard section 21(2) of POPIA sets, and we are not substituting a more comfortable number of hours for it.

Because you are the responsible party for your customers' information, the notification to the Information Regulator and to the people affected under section 22 of POPIA is legally yours to make. We will give you the facts, the timeline and a draft, and we will help you send it. What we will not do is leave you to discover the obligation on your own.

If we miss a commitment

Service credits, applied against your next invoice:

Monthly uptime	Credit
99.0% or better	None due
Below 99.0%, at or above 95%	10% of the monthly fee
Below 95%, at or above 90%	25% of the monthly fee
Below 90%	100% of the monthly fee

Ask for the credit within 30 days of the end of the month concerned, and we will apply it to your next invoice. If we cannot get you back above the target for two consecutive months, you may cancel immediately and we refund both months in full.

Credits are our first remedy, not your only one. Many service agreements say credits are the "sole and exclusive remedy". Where you are a consumer under the Consumer Protection Act, section 51(1)(b) does not allow a term that deprives you of a statutory right — including your section 54 right to service of a reasonable quality — so a clause like that would be void, and we have not written one. Take the credit, and if the credit does not put it right, you keep every other remedy the law gives you.

Escalation

1. Email info@oztec.co.za. That reaches a person, not a queue.
2. Not answered within the response time above, or not going anywhere? Escalate to info@oztec.co.za, marked "SLA escalation".
3. Still unresolved: we will agree a written plan with dates within 5 business days, or you may cancel immediately without notice or penalty.

For a site that is down, phone 0842711103 rather than emailing. We would rather be interrupted than have you waiting.

Changing this agreement

We may update this SLA with a month's notice in writing. We will not reduce a commitment without telling you what is changing and why. If a reduction materially affects you and you are a sole proprietor, section 14(2)(c) of the Consumer Protection Act lets you cancel without penalty — and we will extend that to any client rather than argue about which you are.

This SLA forms part of our Terms of Service. Where the two conflict on a service commitment, this document wins.