Service Level Agreement
Service Level Agreement
Last updated: 2026-09-10
Uptime Commitment
SteboHost commits to 99.9% monthly uptime for all hosting services.
Service Credits
If uptime falls below the committed level, service credits are issued:
99.0% - 99.89%: 10% of monthly fee
95.0% - 98.99%: 25% of monthly fee
Below 95.0%: 50% of monthly fee
Exclusions
Service credits do not apply to outages caused by:
Scheduled maintenance (notified 48 hours in advance)
Third-party provider failures (upstream network)
Customer-caused issues (misconfiguration, code errors)
Force majeure events
Support Response Times
| Severity | Response Time | Update Cadence |
|----------|--------------|----------------|
| Sev-1 ( outage) | 30 minutes | Every 30 minutes |
| Sev-2 (degraded) | 2 hours | Every 4 hours |
| Sev-3 (minor) | 8 hours | Daily |
| Sev-4 (question) | 24 hours | Best effort |
Contact
Support: support@stebohost.com · +254 703 610 464
Questions about this document? Contact support@stebohost.com or call +254 703 610 464.