Legal
Service Level Agreement
The availability we commit to, and the credits that apply if we miss it.
Last updated 4 September 2026 · Definitive WebHost is a division of Definitive Concept Ltd
Scope
This Service Level Agreement applies to services provided by Definitive WebHost, a division of Definitive Concept Ltd, and forms part of our Terms of Service. It sets out the availability we commit to and what you are entitled to if we miss it.
Availability commitment
We commit to 99.99% availability of the hosting platform in each calendar month, measured across the month and excluding the periods listed under Exclusions below.
Availability means that the service responds to a valid request. A service is treated as unavailable from the moment we record the fault, or the moment you report it to us, whichever is earlier, until it is restored.
Support response
Support is staffed 24 hours a day, every day of the year. We aim to acknowledge a critical fault — a service down or materially degraded — within 30 minutes, a high-priority fault within 2 hours, and all other requests within one business day. Acknowledgement means a person has picked the ticket up, not that the fault is resolved.
Service credits
If monthly availability falls below the commitment, you may claim a credit against the affected service:
- 99.99% to 99.90% — 5% of the monthly charge
- 99.89% to 99.50% — 10% of the monthly charge
- 99.49% to 99.00% — 25% of the monthly charge
- below 99.00% — 50% of the monthly charge
Credits are applied to a future invoice. In any calendar month the total credit is capped at 50% of the charge for the affected service.
How to claim
Send a claim to sales@definitiveconcept.com within thirty days of the end of the month concerned, quoting the service, the dates and times affected, and any ticket references. We will respond within ten business days. Service credits are the sole remedy for a missed availability target.
Planned maintenance
We schedule maintenance that is likely to interrupt service outside Mauritian business hours wherever possible, and we give at least 48 hours' notice. Planned maintenance is excluded from the availability calculation.
Exclusions
The availability commitment does not cover:
- notified planned maintenance, and emergency maintenance needed to protect the platform
- faults in your own code, applications, plugins or configuration
- suspension for non-payment or for breach of the Acceptable Use Policy
- failures of networks, devices or utilities outside our control, including the connection between you and us
- events outside our reasonable control
Backups and recovery
Where your plan includes backups, they are taken daily and retained for the period the plan states. Restore requests are handled by support at no charge. Backups are a safety net, not a substitute for your own copies of anything you cannot afford to lose.
If anything here is unclear, write to sales@definitiveconcept.com or call +230 5251 8311 and we will explain it in plain terms.