Our SLA
Our Service Level Agreement outlines the uptime commitments, response targets, and escalation procedures that keep your critical workloads running 24/7. We combine proactive monitoring with expert support to deliver resilient hosting you can trust.
The Ecowebzim Guarantee
Our SLA aligns every operational process around availability, performance, and accountability. Below is a snapshot of the commitments that anchor our managed hosting services.
99.99% Uptime SLA
Redundant power, networking, and compute ensure your workloads remain online with minimal disruption.
Expert Support
Certified engineers on standby around the clock with defined response targets per incident severity.
Service Credits
Clear remediation path with credits applied automatically when uptime commitments are not met.
Uptime & Performance Targets
We architect for resilience at every layer. Continuous monitoring and automated failover keep your services responsive, while weekly reviews ensure we exceed our published commitments.
- Dual network carriers with intelligent routing and DDoS mitigation.
- Real-time infrastructure telemetry feeding automated self-healing workflows.
- Monthly SLA reviews with performance reports delivered to your inbox.
Core Infrastructure
99.99%
Guaranteed monthly uptime across compute, storage, and networking layers. Includes proactive failover and transparent incident reporting.
Managed Applications
99.9%
Availability guarantee for managed CMS, ecommerce, and SaaS platforms hosted on Ecowebzim.
Incident Response
< 15 mins
Guaranteed response time for critical P1 incidents, with real-time updates every 30 minutes until resolution.
Resolution Target
< 2 hrs
Mean time to restore service for critical incidents, supported by on-call senior engineers.
Support Response Matrix
We classify incidents by severity to ensure the right specialists respond with urgency. You always know who is working the issue and when to expect the next update.
Priority 1
Critical Service Outage
Response
15 minutes
Updates
Every 30 minutes
Resolution
2 hours
Full outage impacting production workloads or critical security vulnerability. Dedicated incident commander and senior engineering team engaged until services are restored.
Priority 2
Partial Degradation
Response
30 minutes
Updates
Every 60 minutes
Resolution
4 hours
Non-critical service is degraded or redundant infrastructure impacted. Fix implemented with minimal impact using change control procedures.
Priority 3
General Assistance
Response
1 hour
Updates
Every 2 hours
Resolution
1 business day
Requests for configuration assistance, performance reviews, or best practice guidance. Tickets tracked through our help desk and scheduled with your success manager as needed.
Scheduled Maintenance
Planned maintenance windows are carefully orchestrated to minimize disruption. You receive advance notice with exact timelines, impact summaries, and rollback plans.
72-Hour Notice
You are notified at least 72 hours before any impactful maintenance event.
Zero-Downtime Methods
Where possible we leverage live migration and blue/green deployments to avoid outages.
Post-Change Validation
Rollback plans are verified with synthetic and live monitoring before changes are closed.
Operational Reporting
Transparent Communication
Monthly SLA Reports
Delivered automatically with uptime metrics, incident summaries, and service credits applied.
Root Cause Analysis
Documented RCA reports provided for P1/P2 incidents within 48 hours of resolution.
Account Reviews
Quarterly strategy sessions with your success manager aligned to growth goals.
Stay Protected
Ready to elevate your hosting experience?
Partner with Ecowebzim for reliable infrastructure, transparent processes, and a team that treats your services as mission critical.
