Service Level Agreement

Tremhost Pvt Ltd

The Infrastructure Behind Africa's Digital Business.

Effective Date: 1 November 2026
Version: 1.0
Service Provider: Tremhost Pvt Ltd
Website: https://tremhost.com
Support: Open a support ticket
Jurisdiction: Zimbabwe

1. INTRODUCTION

This Service Level Agreement ("Agreement" or "SLA") establishes the service standards, responsibilities, performance commitments and support obligations applicable to services provided by Tremhost Pvt Ltd ("Tremhost", "we", "us" or "Service Provider") to its customers ("Client", "Customer" or "you").

This Agreement is intended to:

• Establish clear service availability and performance expectations.
• Define technical support responsibilities and response targets.
• Establish maintenance and incident management procedures.
• Clarify security, backup and data protection responsibilities.
• Define remedies where agreed service levels are not achieved.
• Ensure transparency and accountability in the delivery of services.

This SLA supplements Tremhost's applicable Terms and Conditions, Privacy Policy, Acceptable Use Policy and individual service agreements.

Where a specific service agreement contains different service levels, the service-specific agreement shall prevail for that service.

2. SERVICES COVERED

This Agreement applies to the following services, where purchased and provided by Tremhost:

1. Shared Web Hosting.
2. Reseller Hosting.
3. Business Email Hosting.
4. Virtual Private Servers (VPS).
5. Dedicated Servers.
6. Domain Registration and Management.
7. Website Design and Development.
8. Cloudflare Services and Website Performance Solutions.
9. Cybersecurity and Website Protection Services.
10. Managed Infrastructure and Technical Support Services.
11. Other hosting, cloud and digital infrastructure services offered by Tremhost.

Not every provision applies identically to every service. Service-specific exclusions and third-party dependencies are addressed in this Agreement.

3. SERVICE AVAILABILITY AND UPTIME

3.1 Availability Commitment

Tremhost aims to maintain reliable and accessible infrastructure through continuous monitoring, infrastructure management and technical support.

The following monthly availability targets apply:

These are service targets, not guarantees against every possible interruption.

3.2 Availability Calculation

Monthly availability shall be calculated using:

Availability (%) = [(Total Minutes in Month - Qualifying Downtime Minutes) / Total Minutes in Month] × 100

Qualifying downtime refers to an interruption directly attributable to Tremhost-controlled infrastructure and within the scope of the purchased service.

3.3 Excluded Downtime

The following circumstances shall not normally constitute qualifying downtime:

• Scheduled maintenance communicated in advance.
• Emergency maintenance required to protect infrastructure.
• Failures caused by the Client's applications, scripts, plugins or configurations.
• Client-side internet connectivity or device problems.
• Internet routing failures outside Tremhost's reasonable control.
• Third-party infrastructure or service provider outages.
• DNS propagation delays and registry-related issues.
• Distributed Denial of Service (DDoS) attacks and other external attacks, subject to the applicable service protection commitments.
• Government restrictions, regulatory interventions or force majeure events.
• Suspensions resulting from non-payment, abuse or violations of applicable policies.

4. TECHNICAL SUPPORT

Tremhost provides technical support through its designated support channels.

4.1 Support Channels

Clients may contact Tremhost through:

• Client Area Support Tickets.
• Official Tremhost support email.
• Telephone support, where available.
• Other official support channels communicated by Tremhost.

The Client Area shall be the primary channel for formal technical support requests.

4.2 Support Availability

Tremhost aims to provide continuous infrastructure monitoring and incident response.

Standard technical support is provided according to the support arrangements attached to the Client's service or subscription.

Emergency infrastructure incidents may receive attention outside normal business hours.

4.3 Priority Classification and Response Targets

Response times refer to the time taken to acknowledge and begin assessing a reported incident. They are not guaranteed resolution times.

4.4 Incident Escalation

Where an incident cannot be resolved at the initial support level, Tremhost may escalate it to:

• Senior Technical Support.
• Systems and Infrastructure Administration.
• Network Operations.
• Security Operations.
• Relevant upstream infrastructure or technology providers.

Clients shall receive reasonable updates regarding significant incidents.

5. MAINTENANCE AND UPDATES

5.1 Scheduled Maintenance

Tremhost may perform scheduled maintenance to:

• Upgrade servers and operating systems.
• Apply security patches.
• Upgrade control panels and software.
• Improve network performance.
• Replace or maintain infrastructure components.
• Improve service reliability and security.

Where reasonably practicable, Tremhost shall provide at least 24 hours' notice of scheduled maintenance that may materially affect service availability.

5.2 Emergency Maintenance

Tremhost reserves the right to perform emergency maintenance without prior notice where necessary to:

• Prevent infrastructure failure.
• Address critical security vulnerabilities.
• Respond to active cyberattacks.
• Protect customer data.
• Restore service integrity.

Where possible, affected clients shall be notified.

6. BACKUPS AND DATA RECOVERY

6.1 Backup Responsibility

Backup availability depends on the specific product purchased and its associated backup configuration.

Unless explicitly included in a service package or separate agreement, Tremhost does not guarantee that backups are performed, retained or recoverable.

Where backups are included:

• Backup frequency shall follow the applicable service specification.
• Retention periods shall follow the applicable package or agreement.
• Restoration requests shall be submitted through official support channels.
• Restoration may be subject to additional charges where applicable.

6.2 Client Responsibilities

Clients remain responsible for maintaining independent copies of important business data, website files, databases, emails and other critical information.

Tremhost strongly recommends maintaining an independent backup outside the hosting environment.

6.3 Data Recovery

Tremhost shall make reasonable efforts to assist with data recovery where technically possible.

However, Tremhost does not warrant successful recovery in every circumstance, particularly where data has been permanently deleted, corrupted or compromised beyond recovery.

7. SECURITY AND CYBERSECURITY

Tremhost implements and maintains appropriate technical and operational measures within its control to protect its infrastructure and services.

Depending on the service purchased, security measures may include:

• Server-level security controls.
• Firewall protection.
• Malware scanning and detection.
• Intrusion prevention mechanisms.
• DDoS mitigation.
• Security patching.
• Account isolation and access controls.
• Cloudflare security and performance services.
• Security monitoring and incident response.

7.1 Client Security Responsibilities

Clients are responsible for:

• Maintaining secure passwords.
• Enabling multi-factor authentication where available.
• Keeping websites, CMS platforms, plugins and applications updated.
• Removing vulnerable or unsupported software.
• Protecting administrative credentials.
• Maintaining secure access to their accounts.
• Ensuring that their applications do not introduce security vulnerabilities.

7.2 Security Incidents

Where Tremhost identifies a security incident affecting its infrastructure or a Client's service, it may take reasonable action to contain and mitigate the incident.

Such action may include temporarily restricting access, disabling compromised accounts, isolating affected services or suspending malicious activity.

Where reasonably practicable, affected Clients shall be informed.

8. NETWORK AND INFRASTRUCTURE

Tremhost shall make reasonable efforts to maintain the availability and integrity of the infrastructure used to deliver its services.

This may include:

• Server monitoring.
• Network monitoring.
• Infrastructure maintenance.
• Resource management.
• Capacity planning.
• Coordination with upstream providers.

Actual performance may vary depending on service specifications, resource allocations, network conditions and external dependencies.

Tremhost does not guarantee uninterrupted connectivity across every internet service provider or geographical location.

9. DOMAIN REGISTRATION AND MANAGEMENT

Domain registration and renewal services are subject to the policies, technical requirements and availability of the relevant domain registries and registrars.

Tremhost shall make reasonable efforts to:

• Process domain registration requests.
• Process eligible renewal requests.
• Assist with DNS configuration.
• Facilitate domain transfers.
• Provide domain management support.

Clients are responsible for providing accurate registration information, ensuring sufficient account balances and initiating renewals in good time.

Tremhost shall not be responsible for domain loss resulting from incorrect Client information, registry restrictions, third-party registrar failures or failure by the Client to complete required actions.

10. CLOUDFLARE AND THIRD-PARTY SERVICES

Where Tremhost provides services that rely on Cloudflare or other third-party technology providers, the applicable third-party terms, technical limitations and service-level commitments shall also apply.

Tremhost shall act as the Client's service provider and point of contact for the services it manages.

However, Tremhost cannot independently guarantee the availability or performance of infrastructure operated by third parties.

Third-party outages, policy changes, API limitations, service restrictions and other provider-controlled events may affect service delivery.

Any third-party service credits or remedies shall be subject to the relevant provider's policies and eligibility requirements.

11. CLIENT RESPONSIBILITIES

The Client agrees to:

1. Pay all invoices by their respective due dates.
2. Maintain accurate account and contact information.
3. Comply with Tremhost's Terms and Conditions and Acceptable Use Policy.
4. Avoid hosting illegal, malicious or abusive content.
5. Maintain secure access credentials.
6. Keep applications and software updated.
7. Respond to technical requests requiring Client intervention.
8. Avoid activities that compromise infrastructure stability or security.
9. Maintain independent backups of critical information.
10. Ensure that all hosted activities comply with applicable laws and regulations.

Failure to meet these responsibilities may affect service availability and support eligibility.

12. SERVICE SUSPENSION

Tremhost reserves the right to restrict, suspend or terminate services where reasonably necessary, including in circumstances involving:

• Non-payment.
• Fraudulent activity.
• Security threats.
• Malware distribution.
• Spam or network abuse.
• Copyright infringement complaints.
• Illegal activities.
• Violation of service policies.
• Activities that threaten infrastructure stability.

Where appropriate and legally permissible, Tremhost shall provide notice and an opportunity to remedy the violation.

Immediate suspension may be necessary where continued operation presents a material security, legal or operational risk.

13. SERVICE CREDITS

Where a Client's eligible service consistently falls below an expressly applicable availability commitment due to qualifying downtime attributable to Tremhost, the Client may submit a service credit request.

13.1 Credit Structure

Credits shall be calculated against the affected service's monthly recurring subscription fee.

13.2 Credit Conditions

• Requests must be submitted within seven (7) calendar days after the affected billing month.
• The Client must provide reasonable details of the incident.
• Tremhost shall review monitoring records and incident reports.
• Credits apply only to eligible services and qualifying downtime.
• Credits are not redeemable for cash.
• Credits cannot exceed 20% of the affected service's monthly recurring fee.
• Credits do not apply to excluded downtime or third-party outages outside Tremhost's control.

This section does not create an automatic right to a refund.

14. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law:

Tremhost shall not be liable for indirect, incidental, special, punitive or consequential losses, including:

• Loss of anticipated profits.
• Loss of business opportunities.
• Loss of revenue.
• Loss of goodwill.
• Loss of anticipated savings.
• Loss of data where recovery is not technically possible.
• Business interruption resulting from circumstances outside Tremhost's reasonable control.

Nothing in this Agreement excludes liability that cannot legally be excluded under applicable law.

Tremhost's aggregate liability arising from an affected service shall, to the extent permitted by law, be limited to the fees paid by the Client for that affected service during the three (3) months preceding the event giving rise to the claim.

This limitation does not apply to liability that cannot legally be limited.

15. FORCE MAJEURE

Neither party shall be liable for a failure or delay in performing its obligations where such failure results from circumstances beyond its reasonable control.

Such circumstances may include:

• Natural disasters.
• War or civil unrest.
• Government restrictions.
• Power grid failures.
• Telecommunications infrastructure failures.
• Internet backbone failures.
• Major cyberattacks.
• Third-party infrastructure failures.
• Epidemics and other extraordinary events.

The affected party shall make reasonable efforts to mitigate the impact and resume performance.

16. CONFIDENTIALITY AND DATA PROTECTION

Both parties shall take reasonable steps to protect confidential information obtained through their business relationship.

Tremhost shall handle Client information in accordance with its Privacy Policy and applicable data protection requirements.

Clients are responsible for ensuring that information uploaded or processed through their services is handled lawfully.

Where applicable, separate data processing arrangements may be required.

17. TERM AND TERMINATION

This Agreement shall remain effective for as long as the Client maintains an active service with Tremhost, unless replaced or terminated in accordance with applicable contractual terms.

Either party may terminate an affected service in accordance with the applicable service agreement and cancellation policy.

Termination shall not remove outstanding payment obligations or other rights and liabilities accrued before termination.

18. CHANGES TO THIS AGREEMENT

Tremhost may update this SLA from time to time to reflect:

• Changes in infrastructure.
• New services.
• Regulatory requirements.
• Security improvements.
• Operational changes.
• Changes in third-party provider arrangements.

Material changes shall be communicated through appropriate channels.

Continued use of services after an updated SLA takes effect shall be subject to the applicable contractual terms and requirements of law.

19. GOVERNING LAW AND DISPUTE RESOLUTION

This Agreement shall be governed by the laws of Zimbabwe.

The parties shall first attempt to resolve disputes through good-faith discussions.

Where an amicable resolution cannot be reached, either party may pursue remedies through the competent courts of Zimbabwe, subject to applicable law.

20. ACCEPTANCE

By purchasing, activating or continuing to use a service provided by Tremhost, the Client acknowledges that they have had an opportunity to review the applicable service terms and this SLA.

Where a separate signed agreement is required, this SLA shall take effect upon execution by the parties.

Tremhost Pvt Ltd
https://tremhost.com

The Infrastructure Behind Africa's Digital Business.