Chajio Cloud

Service Level Agreement

Last updated January 2026

This chajiocloud.com Service Level Agreement (“SLA”) applies to all shared and dedicated clients. The Client agrees that measurements via our third party establish the eligibility for any applicable Performance Credit. In the event that the Client determines that a discrepancy in such measurement exists, Client shall promptly notify chajiocloud.com and chajiocloud.com and Client will mutually agree upon the validity and accuracy of the measurement, and upon Client's eligibility for any applicable Performance Credits.

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This SLA may be amended at any time by chajiocloud.com.

chajiocloud.com Network is defined as the equipment, software, and facilities within the chajiocloud.com network segment, including chajiocloud.com's contracted ISP services to which the ChajioCloud.com network segment is connected and collectively utilized by chajiocloud.com to provide its services.

Service Availability is the total time in a calendar month that the chajiocloud.com service is available through the Internet, provided that the Client has established connectivity. chajiocloud.com takes responsibility for the Service Availability within its immediate network segment, and cannot be held liable for problems directly related to an upstream bandwidth provider. The chajiocloud.com Network will be available to clients free of Network Outages for 99% of the time.

Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in the preceding section, provided the interruption is determined to have been caused by a problem in the immediate chajiocloud.com network segment as confirmed by chajiocloud.com. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. chajiocloud.com is not responsible for any unplanned outages due to third-party software failure — these are the direct responsibility of the software publisher and not of chajiocloud.com.

Scheduled Service Downtime is any chajiocloud.com interruption of Hosting Services. Scheduled Service Downtime occurs during a chajiocloud.com server maintenance window, which occurs in conjunction with a 24 hour notice to the Client via electronic communication.

Service Exclusions

This SLA does not cover Service Downtime caused by problems in the following:

  • Client's local area network
  • Client-provided Internet connectivity or end-user software
  • Entities inside Client's internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment

Service Downtime Exclusions

The following are excluded from the monthly calculation of Service Availability:

  • Any utilized Scheduled Service Downtime
  • Any problems beyond the immediate chajiocloud.com network segment
  • Any interruptions, delays or failures caused by Client or Client's employees, agents, or subcontractors, such as, but not limited to:
    • Inaccurate configuration
    • Non-compliant use of any software installed on the server
    • Client initiated server over-utilization
    • Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits

Performance Credits

In the event that chajiocloud.com fails to meet the 99% uptime commitment in a given calendar month (excluding all SLA exclusions listed above), affected clients may be eligible for a Performance Credit applied to their account. Performance Credits are calculated as a percentage of the monthly service fee for the affected service and are applied as account credit only — not as cash refunds.

To claim a Performance Credit, the Client must submit a written request to our support team within 30 days of the downtime event, including the date, time, and duration of the outage. chajiocloud.com will review the claim and respond within 10 business days.

Contact and Support

For any SLA-related queries, incident reports, or credit claims, please contact our support team via:

  • Email: [email protected]
  • Phone: +254 20 2166166 or +254 700 050008
  • Support ticket via the Client Area at my.chajiocloud.com