Service Level Agreement | Blueprint Hosting

Effective Date: 1 July 2025 | Last Updated: July 2025

This Service Level Agreement ("SLA") outlines the service commitments Blueprint Hosting makes to its customers. By using our services, you acknowledge and agree to the terms described below.

1. Network Uptime Guarantee

Blueprint Hosting guarantees 99.7% network uptime on a monthly basis for all hosting services. Network uptime refers to the availability of our core network infrastructure (routers, switches, and connectivity to upstream providers).

This guarantee does not cover:

Scheduled maintenance (announced at least 48 hours in advance)
Outages caused by DDoS attacks beyond our mitigation capacity
Customer-caused outages (misconfiguration, resource exhaustion)
Force majeure events (natural disasters, power grid failures, etc.)
Third-party service failures (domain registrars, DNS providers, upstream ISPs)

2. Service-Specific Uptime

Service Type	Uptime Target	Max Monthly Downtime
Web & Email Hosting	99.7%	~2.2 hours
VPS Hosting	99.7%	~2.2 hours
Dedicated Servers	99.7%	~2.2 hours
Game Servers	99.5%	~3.6 hours

3. Support Response Times

All support requests are handled via our ticket system. Response times are measured from the time a ticket is submitted to the first meaningful response from our team.

Priority	Description	Target Response
Urgent	Complete service outage affecting production	Within 1 hour
High	Significant degradation or partial outage	Within 4 hours
Normal	General technical issues or questions	Within 12 hours
Low	Feature requests, billing queries, general info	Within 24 hours

4. Scheduled Maintenance

Routine maintenance windows are scheduled during off-peak hours (typically between 22:00 and 02:00 SAST). Customers will be notified at least 48 hours in advance. Emergency maintenance may occur without prior notice when critical security patches or urgent repairs are needed.

5. Data Backups

Blueprint Hosting performs daily backups of shared hosting and email services, retained for 7 days. However, backups are provided as a courtesy and are not guaranteed. Customers are ultimately responsible for maintaining their own backups of critical data.

6. DDoS Protection

All services include baseline DDoS mitigation. In the event of a sustained volumetric attack that exceeds our mitigation capacity, Blueprint Hosting reserves the right to null-route the affected IP to protect other customers. We will work to restore service as quickly as possible.

7. Exclusions

This SLA does not apply to:

Free trials or promotional services
Services suspended for non-payment or terms of service violations
Beta or experimental features
Customers who have not paid their invoices by the due date

8. Changes to This SLA

Blueprint Hosting reserves the right to modify this SLA at any time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of our services after the effective date constitutes acceptance of the updated terms.

9. Contact

If you have questions about this SLA or need to report a service issue:

Email: admin@blueprinthosting.co.za
Phone: +2781 504 8222
Support Tickets: Open a Ticket

This SLA forms part of your service agreement with Blueprint Hosting (Pty) Ltd. It should be read in conjunction with our Terms of Service and Privacy Policy.