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Service levels and omissions:

For the purpose of this section, “service availability” shall mean the availability of the data traffic, sufficient power and HVAC services measured from 0:00 to 0:00 each day over a one month period, provided that no one month period shall be used more than once.

Customers shall be entitled to service availability of 99.9 % uptime, subject to the exclusion of:

  • Customers currently in arrears for monthly services do not qualify for SLA claims.
  • Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims.
  • Network or Power maintenance, enhancements, upgrades and modifications thereto.
  • Downtime, outage, interruption in or unavailability of the services arising out of or caused by malicious or aggressive internet activities by the customer.
  • Downtime, outage, interruption in or unavailability of the services arising out of or caused by the customers Internet Service Provider or its direct Peers.
  • Downtime, outage, interruption in or unavailability of the services arising out of or caused by any network which do not reside inside the Vox network.
  • Downtime, outage, interruption in or unavailability of the services arising out of force majeure.
  • Downtime, outage, interruption in or unavailability of the services caused by any action or omission of the customer. Including without limitation, operating errors, abnormal operating conditions, improper use, misuse, neglect or abuse of the services.

The liability of silverweb.co.za for failing to achieve the minimum service availability in terms of the section above will be limited to silverweb.co.za issuing a SLA credit to the customer at the sole discretion of Silverweb.

Infrastructure: silverweb.co.za guarantees 99.9% uptime on service availability to Customers located in our hosting facilities. All equipment and related services are served by redundant UPS power units with backup onsite diesel generators. All servers are connected to our redundant gigabit network infrastructure.

The uptime guarantees and the resulting SLA (Service Level Agreement) credits are applied in monthly terms unless specified otherwise. All SLA guarantees and information are made in good faith and are subject to standard contract remedies.

Support: Our support methodology utilizes the “emergency room” approach where problems are graded for severity and responded to accordingly. Service outages of any type always receive top priority followed by service-degrading factors and general questions about server management. This ensures every customer will receive the best support during the appropriate situation. Our experienced support team is available via email and telephone from 08h00 - 17h00 SAST, Monday through Friday and via our ticket support desk 24/7. Support issues reported via email or via our trouble ticketing system outside of our standard support hours are responded to and resolved as quickly as possible. The silverweb.co.za Cloud VPS infrastructure is monitored by our advanced monitoring system which checks the integrity and stability of our entire infrastructure every 30 seconds 24/7/365. Should a fault occur, our technical staff are notified by sms and email immediately.