Service Level Agreement

1. Parties and purpose

This Service Level Agreement ("SLA") sets out the service levels that NISC CLOUD LIMITED, registration number PVT-ZQUX33PK, of Applewood, Office 805, Ngong Road, Nairobi, Kenya ("Nisc Cloud" or the "Provider"), commits to deliver to each customer (the "Client") for the services listed in Section 2.

This SLA applies from 13 November 2026 and forms part of our Terms of Service. No signature is needed: the Client accepts this SLA by ordering or using the services. If this SLA and the Terms of Service conflict, the Terms of Service prevail.

2. Services covered

This SLA applies to the following services, as set out in the Client's order:

• Website hosting, including web hosting, WordPress hosting and agency hosting plans;
• Email hosting, including business email and enterprise hybrid email;
• Cloud server hosting, including VPS and dedicated servers;
• Domain hosting, including registration, DNS and renewals; and
• Migration of the Client's websites, mailboxes, servers and domains from another provider to Nisc Cloud.

The uptime commitment applies to a migrated service once the migration is complete. We schedule migrations with the Client in advance, and the Client supplies access to existing accounts and domain authorisation codes.

2.1 Not covered

This SLA does not apply to:

• Marketing and branding services;
• Website and application design and development services;
• Security services, including SSL certificates, malware removal and website maintenance;
• AI services, consistent with Section 18.4 of the Terms of Service;
• Client-built applications, and third-party software the Provider does not manage; and
• Beta or trial services.

Timelines for services that are not covered are set out in the applicable service agreement or statement of work.

3. Service availability

3.1 Uptime commitment

Nisc Cloud commits to a monthly uptime of 99.9% for each covered service. In a 30-day month, 99.9% uptime allows for about 43 minutes of downtime.

3.2 How uptime is measured

Monthly uptime is calculated for each affected service over a calendar month (East Africa Time):

Monthly uptime (%) = (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100

"Downtime" means a period during which a covered service is unavailable to the Client, as recorded by our monitoring systems or confirmed by our investigation of a Client report. Events listed in Section 7 are not downtime.

3.3 Maintenance

• We give at least 24 hours' advance notice of scheduled maintenance where reasonably practicable. Scheduled maintenance is excluded from uptime calculations.
• Emergency maintenance may be performed without prior notice when necessary to address security threats, critical vulnerabilities, infrastructure failures or service stability issues. Emergency maintenance is not automatically excluded: it is assessed under the exclusions in Section 7.
• We send maintenance notices and incident updates by email to the contact address on the Client's account and, where practicable, display them in nPanel.

4. Support and response times

• Critical (P1) issues: support is available 24/7 through a support ticket in nPanel or through Zepo AI.
• All other issues: support is available Monday to Friday, 08:00–17:00 East Africa Time, excluding public holidays in Kenya, through a support ticket in nPanel or by email to support@nisccloud.com.

Response time runs from when the Client reports the issue. "Business hours" and "business days" mean the support hours above.

Resolution times are operational targets, not guaranteed restoration times. Actual recovery depends on incident severity, infrastructure availability and backup integrity. Any guaranteed recovery time objective (RTO) or recovery point objective (RPO) must be expressly agreed in the applicable corporate or enterprise service agreement.

5. Backup, security and data protection

• Data centre locations: Client data is hosted in data centres in Africa (Kenya), America and Europe.
• Backups: daily backups, retained for 60 days. Restore requests are actioned as a High (P2) issue.
• Administrative access: access to Nisc Cloud's infrastructure and administrative systems is restricted to authorised personnel based on their assigned roles and operational responsibilities. Administrative access is managed through individual accounts and role-based access controls, following the principle of least privilege. Administrative activities are logged and monitored where supported by the applicable infrastructure and systems.
• Data ownership: the Client owns its data. The Provider processes it only to deliver the services, as set out in our Data Processing Addendum.
• Security: the Provider maintains access controls, encryption of data in transit and at rest, and regular patching of the platform it manages.
• Incident notification: the Provider notifies the Client of a confirmed security breach affecting Client data within 72 hours of discovery, in line with the Kenya Data Protection Act, 2019.
• Confidentiality: both parties keep the other's confidential information private, as set out in Section 17 of the Terms of Service.

6. Service credits

If the monthly uptime of a covered service falls below 99.9%, the Client is entitled to a service credit against the next invoice for the affected service.

• Service credits are calculated against the affected service's monthly subscription fee.
• For annual subscriptions, the monthly fee is the annual subscription fee divided by twelve.
• Approved credits are applied to the Client's next invoice or service renewal and are not paid as cash refunds, subject to applicable law.
• Total credits in any month will not exceed 100% of the affected service's monthly subscription fee, consistent with Section 18.1 of the Terms of Service.
• Claims must be submitted within 30 days after the end of the affected month, by support ticket or to support@nisccloud.com, stating the affected service and the dates and times of the downtime.
• Corporate and enterprise customers may have separately negotiated uptime commitments, service credit structures and recovery objectives.

7. Exclusions

The following do not count as downtime and do not earn credits:

• Scheduled maintenance carried out in line with Section 3.3;
• Force majeure events, such as natural disasters, power or internet outages outside the Provider's network, or government action;
• Issues caused by the Client, its users or its applications, including misconfiguration;
• Failures of third-party services the Provider does not control;
• Suspension of the service for non-payment or breach of the agreement; and
• Denial-of-service or other attacks the Provider has taken reasonable steps to prevent.

8. Client responsibilities

The Client will:

• Keep account credentials secure and manage its own users and permissions;
• Report issues through the support channels in Section 4 with enough detail to reproduce them;
• Give the Provider timely access and information needed to resolve issues;
• Keep its own applications and data within our Acceptable Use Policy; and
• Pay invoices on time.

9. Reporting, escalation and review

9.1 Reporting

Customised uptime reports, incident analysis and recurring service performance reporting are available for enterprise customers where expressly included in their service agreements or on request, subject to applicable service terms.

9.2 Escalation

If an issue is not progressing as expected, the Client can escalate it:

9.3 Review

The Provider reviews this SLA regularly and may offer review meetings to clients on enterprise plans. Any changes follow Section 10.2.

10. Term, changes and disputes

10.1 Term

This SLA applies for as long as the Client uses the covered services.

10.2 Changes

The Provider may amend this SLA in the same way as the Terms of Service, as set out in Section 24 of the Terms of Service, including at least 30 days' email notice of material changes. Each version shows its effective date and version number, and previous versions are available on request. The Client may not amend this SLA.

10.3 Termination

The Client may terminate the affected service on 30 days' written notice if its monthly uptime falls below 99.0% in any two consecutive months, or in any three months within a 12-month period. Other termination rights are set out in Section 9 of the Terms of Service.

10.4 Governing law and disputes

This SLA is governed by the laws of Kenya. Disputes are resolved under Section 22 (Dispute Resolution) and Section 23 (Governing Law & Jurisdiction) of the Terms of Service.

11. Acceptance and contact

By ordering or using Nisc Cloud services, the Client agrees to this SLA. No signature is required. Send questions about this SLA, or credit claims, to:

• Email: support@nisccloud.com
• Company: NISC CLOUD LIMITED, registration number PVT-ZQUX33PK
• Address: Applewood, Office 805, Ngong Road, Nairobi, Kenya